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Title: Research on service quality, customer satisfaction and repurchase intention of banking industry in Vietnam
Research on service quality, customer satisfaction and repurchase intention of banking industry in Vietnam
Authors: 陳維慶
Tran Duy Khanh
Contributors: 金融與風險管理系碩士班
Keywords: SERVQUAL, Service Quality, Customer Satisfaction, Repurchase Intention.
Date: 2012
Issue Date: 2012-12-11 15:38:26 (UTC+8)
Publisher: 高雄市:[樹德科技大學金融與風險管理系碩士班]
Abstract: This research is conducted to find the factors shaping bank customer perceptions of service quality, sheds light on the direct influence of perceptions on customer loyalty.Nowadays, banking environment is characterized by increased competition, uncertain economic conditions and shifts in global trading relationships. The pressure to understand market conditions and customer requirements is growing to the point where organizations will be compelled to exceed, rather than simply meet, customer expectations. In adapting to this pressure, organizations are looking to service initiatives as a way to create or sustain competitive advantages.Measuring customer satisfaction is, therefore, critical to the process of serving the customer and responding faster and better than competition. The objective of this article is to address the importance of improving service quality in the banking industry.A questionnaire was developed to indentify underlying dimensions of bank quality and to assess consumers’ perceptions of the importance of each of these dimensions. Two large banks were selected, with five branches among them. To serve for the study, we use the conceptual model of Parasuraman et al (1985, 1988) in which comprises five dimensions with namely: Tangible, Responsiveness, Assurance, Empathy and Reliability. Questionnaires were sent to 300 customers and staff of banking. The result has showed that Reliability dimension has strongly impact on customer’s satisfaction in banking industry. Additionally, the findings also point out the relevant directions that intend to enhance their service through by service staffs are as the key factor related to service quality in the bank.
Appears in Collections:[金融與風險管理系(所)] 博碩士論文

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