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"To identify factors affecting satisfaction with service recovery of banking sector and overall satisfaction, together with the effect of customersatisfaction on repurchase intent and word-of-mouth intent in the banking in Vietnam, a survey is conducted on 215 customers.Those respondents, who are buying services from the bank, namely Vietnamese Local Bank (VLB), have experienced in service failure and service recovery in their transaction with VLB, and lived in Ho Chi Minh City. Structural equation model (SEM) is employed to estimate the theoretical model and to test hypotheses. The findings of the study showed that distributive justice positively impact customer satisfaction with service recovery, and overall satisfaction. Satisfaction with recovery has a strong impact on overall satisfaction. Both satisfaction with recovery and overall satisfaction disclose a positive influence on repurchase intent, and only satisfaction with recovery positively affecting word-of-mouth intent."

"Penelitian ini mencoba memaparkan aksi gerakan Kaum Sangha di Vietnam yang memicu aksi protes dan penggulingan pemerintahan Presiden Ngo Dinh Diem dari kekuasaan. Paparan dimulai dengan menjelaskan pengaruh gagasan pembaharuan Buddhisme dari berbagai negara Buddha terutama China terhadap gerakan Kaum Sangha di Vietnam. Peran Kaum Sangha yang terutama adalah memberikan pencerahan agama kepada setiap orang di manapun berada. Namun pada masa pemerintahan Presiden Ngo Dinh Diem, kebebasan untuk beribadah tidak diberikan kepada penganut Buddha, hanya Katolik yang mendapat tempat utama. Pada akhirnya penelitian ini mengungkapkan tiga hal. Pertama, Presiden Ngo Dinh Diem tidak memberikan kebebasan beragama kepada penganut Buddha. Kedua, aksi bakar diri Thich Quang Duc pada tahun 1963 memunculkan dukungan dari masyarakat dunia, untuk memaksa Amerika Serikat berlaku keras kepada Ngo Dinh Diem. Ketiga, ketidakpuasan Kaum Sangha terhadap pemerintahan menjadi dasar legitimasi aksi kudeta menggulingkan Ngo Dinh Diem dari kekuasaan.

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This research tries to explain the Sangha’s movement in Vietnam which triggered protest action and down falling Ngo Dinh Diem’s authority as a president. The description begins with an explanation about the effect of Chinese centered Buddhism revival idea on Sangha’s movement. The Sangha’s main role was giving religious enlightenment to everyone. Unfortunately, religious liberty wasn’t given to the Buddhist because of the only priority given to the Catholics. Ultimately the research reveals of three things. First, Ngo Dinh Diem as a president didn’t give freedom worship to the Buddhist. Then, self immolation done by Thich Quang Duc in 1963 had created world supports to have USA determine a harder attitude toward Ngo Dinh Diem. And the last, Sangha’s discontentment toward government became legitimation of coup d’état on overthrowing Ngo Dinh Diem’s power."