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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
Authors: 范氏垂云
Pham Thi Thuy Van
Contributors: 金融與風險管理系碩士班
Keywords: Service, Guarantee Service, Service Quality, Customer Satisfaction and Customer Loyalty
Date: 2012
Issue Date: 2012-12-11 15:38:24 (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 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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