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|Title: ||A Survey on Service Quality to Customer’s Satisfaction of Guarantee Service in Vietcombank|
A Survey on Service Quality to Customer’s Satisfaction of Guarantee Service in Vietcombank
Pham Thi Thuy Van
|Keywords: ||Service, Guarantee Service, Service Quality, Customer Satisfaction and Customer Loyalty|
|Issue Date: ||2012-12-11 15:38:24 (UTC+8)|
|Abstract: ||In the current competitive business environment, service quality takes an important role to attract customers and contribute to the success of the banks. Guarantee service is one of banking service which contributes significant increase of the bank’s income. Therefore, for the purpose of improve customer satisfaction and increase efficiency of the bank’s operation, this study aimed to assess guarantee service quality in Vietcombank based on six dimensions of the BSQ (bank service quality) model suggested by Bahia & Nantel 2000 in order to find out factors that influence on customer satisfaction of guarantee service in Vietcombank. Furthermore, the author consider the relationship of customer satisfaction and customer loyalty in guarantee service quality. All data were collected through questionnaires which were delivered to 250 customers who use guarantee service of Vietcombank. Descriptive statistical approach and regression were used to describe and analyze six dimensions. The results of this study showed that factors Reliability, Access, and Effectiveness are the most important factors impact to customer satisfaction; factors Assurance and Service Portfolio also impact to customer satisfaction but the level is not strong and not crucial |
factors. The customer satisfaction positive affect to customer loyalty in guarantee service quality in Vietcombank.
|Appears in Collections:||[金融與風險管理系(所)] 博碩士論文|
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