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Title: A research on the effect of banking service quality on customer’s Satisfaction: An example of Commercial bank in Vietnam
A research on the effect of banking service quality on customer’s Satisfaction: An example of Commercial bank in Vietnam
Authors: 陳蘇妙齡
Tran To Dieu Linh
Contributors: 金融與風險管理系碩士班
陳碧雲;Nguyen Xuan Minh(Nguyen Xuan Minh)
Keywords: Service Quality, SERVQUAL, Satisfaction, Customer Satisfaction.
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: Financial system is a main key for the development stability in every country on over the world. Especially, industry banking always is a first point fields to help economic development stability and Vietnam without an exception. Today, Service quality of banking very important which decide exists of each bank. Making Customer’s satisfaction with service quality of banking provides is the key essential helping the bank survive and get more advantage.
The purposes of this study are: (1) the study utilized the element of the model of SERVQUAL to analyses the gap between perceptions and expectation of the customer. (Parasuraman et al., 1985; Curry, 1999; Luk and Layton, 2002); (2) Finding the key factors that effect on customer’s satisfaction; (3) Developing a model to be applied to service quality of the banking sector in Vietnam; (4) Concluding the ability of the model to be applied to Vietnam banking system. Based on those purposes, a survey was conducted using a questionnaire with five sections: Tangibles, Reliability, Responsiveness, Assurance, and Empathy.
In this research, case study is focus on commercial banks in Vietnam. A survey was conducted with customers who have experience banking services. Therefore, a total of 300 customers of An Binh Bank will be invited in this survey questionnaire by email. These people have income and live in the Ho Chi Minh City and had experience with this banking. The expected returned numbers are 250 customers.
The research indicated the components (Tangibles, Reliability, Responsiveness, Assurance and Empathy) my lead to acceptable ability of intention to banking service quality of Vietnamese. In addition, the strongest influence on intention of using is the customers’ satisfaction with the banking service quality. The results of this study are hope to be the efficient constructive sources for the commercial banks in Vietnam intention and contribution the competitive promotion strategy in banking industry of Vietnam.
Appears in Collections:[金融與風險管理系(所)] 博碩士論文

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