Phân tích tác động của chất lượng tích hợp kênh và tính suôn sẻ lên trải nghiệm khách hàng, sự gắn kết và lòng trung thành thương hiệu: Trường hợp các ngân hàng bán lẻ hợp kênh

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Author

  • Trần Xuân Quỳnh
    Trường Đại học Kinh tế - Đại học Đà Nẵng
    Phan Trần Bảo Trâm
    Trường Đại học Kinh tế - Đại học Đà Nẵng
    Trương Thị Hiếu Hạnh
    Trường Đại học Kinh tế - Đại học Đà Nẵng
    Võ Quang Trí
    Trường Đại học Kinh tế - Đại học Đà Nẵng

Từ khóa:

Ngân hàng hợp kênh
chất lượng tích hợp
tính suôn sẻ
trải nghiệm khách hàng
gắn kết thương hiệu

Tóm tắt

The impacts of integration quality and perceived fluency on customer experience, customer-brand engagement, and brand loyalty: The case of omnichannel banking.

Tài liệu tham khảo

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Oct 31, 2022
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Trần Xuân Quỳnh, Phan Trần Bảo Trâm, Trương Thị Hiếu Hạnh, và Võ Quang Trí. “Phân tích tác động của chất lượng tích hợp Kênh Và tính suôn Sẻ Lên trải nghiệm khách hàng, sự gắn kết Và lòng Trung thành thương hiệu: Trường hợp các ngân hàng bán Lẻ hợp Kênh”. Tạp Chí Khoa học Và Công nghệ - Đại học Đà Nẵng, vol 20, số p.h 10.1, Tháng Mười 2022, tr 33-39, https://jst-ud.vn/jst-ud/article/view/8012.

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