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Title: A Study of Customer Satisfaction in Foreign Exchange Service - A Case of Asia Commercial Bank in Vietnam
A Study of Customer Satisfaction in Foreign Exchange Service - A Case of Asia Commercial Bank in Vietnam
Authors: 阮國平
Nguyen Quoc Binh
Contributors: 金融與風險管理系碩士班
林豐騰
Keywords: Services, Customers, Foreign Exchange, Customer satisfaction, SERVQUAL.
Services, Customers, Foreign Exchange, Customer satisfaction, SERVQUAL.
Date: 2011
Issue Date: 2011-12-01 13:25:41 (UTC+8)
Publisher: 高雄市:[樹德科技大學金融與風險管理系碩士班]
Abstract: In the current competitive environment, customers are crucial for the survival of banks. In order for banks to earn the loyalty of customers they must have their interests at heart, if they do then banks will win and grow. Business strategy towards customers is becoming the most important factor for commercial banks today. How to give customers the best satisfaction is always the question that the commercial banks attempt to ascertain the answer to with all their capabilities. Thus, the study of customer satisfaction for banks is important work to be done regularly and continuously to be able to promptly meet the needs of its clients so that we can serve them better and make them always be satisfied when using the products and services of the bank. The topic “A Study of Customer Satisfaction in Foreign Exchange Service_ A Case of Asia Commercial Bank in Viet Nam” is out of this purpose. Foreign exchange business services offers revenues and high profits for banks.
Consequently, evaluating the customers’ satisfaction on using foreign exchange services is a topic important to the Asia Commercial Bank, Ho Chi Minh City branch. This study reviewed the relationship between quality foreign exchange services and customers satisfaction to Asia Commercial Bank, Ho Chi Minh City branch. Authors have undertaken a survey through questionnaires on 300 enterprise customers who use foreign exchange services, and analysis of data collected by software SPSS 13.0. Results showed that two factor responsibility and staff skills simultaneously factor credibility, access, communication are important elements affecting customer satisfaction.
In the current competitive environment, customers are crucial for the survival of banks. In order for banks to earn the loyalty of customers they must have their interests at heart, if they do then banks will win and grow. Business strategy towards customers is becoming the most important factor for commercial banks today. How to give customers the best satisfaction is always the question that the commercial banks attempt to ascertain the answer to with all their capabilities. Thus, the study of customer satisfaction for banks is important work to be done regularly and continuously to be able to promptly meet the needs of its clients so that we can serve them better and make them always be satisfied when using the products and services of the bank. The topic “A Study of Customer Satisfaction in Foreign Exchange Service_ A Case of Asia Commercial Bank in Viet Nam” is out of this purpose. Foreign exchange business services offers revenues and high profits for banks.
Consequently, evaluating the customers’ satisfaction on using foreign exchange services is a topic important to the Asia Commercial Bank, Ho Chi Minh City branch. This study reviewed the relationship between quality foreign exchange services and customers satisfaction to Asia Commercial Bank, Ho Chi Minh City branch. Authors have undertaken a survey through questionnaires on 300 enterprise customers who use foreign exchange services, and analysis of data collected by software SPSS 13.0. Results showed that two factor responsibility and staff skills simultaneously factor credibility, access, communication are important elements affecting customer satisfaction.
Appears in Collections:[金融與風險管理系(所)] 博碩士論文

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