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Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/3222

Title: A Study on Customer Satisfaction with the Capital Mobilization Service of Vietnam Bank for Agriculture and Rural Development – Sao Do Branch (Sao Do Agribank)
A Study on Customer Satisfaction with the Capital Mobilization Service of Vietnam Bank for Agriculture and Rural Development – Sao Do Branch (Sao Do Agribank)
Authors: 阮氏絨
Nguyen Thi Nhung
Contributors: 經營管理研究所
陳清燿(Chihg-Yaw Chen)
Keywords: Banking, customer satisfaction, SERVQUAL, Hai Duong Viet Nam
Banking, customer satisfaction, SERVQUAL, Hai Duong Viet Nam
Date: 2013
Issue Date: 2013-05-24 16:44:56 (UTC+8)
Publisher: 高雄市:[樹德科技大學經營管理研究所]
Abstract: N/A
The purpose of research aims to analyze the factors, which affect the customer satisfaction within capital mobilization service at Agribank Sao Do – Hai Duong. For this
purpose, the SERVQUAL research model was used by the author. The research data was processed by the support of SPSS 18.0 software.
The research result pointed out that there are four main factors, which affect the customer satisfaction, they are: (1) “Empathy and interest rate mobilization”. (2) Capacity
to serve customers; (3) Tangible factors; (4) Ability to response. All of these factors have the positive effect on customer satisfaction.
The result of the research also brought out useful information for the development of capital mobilization service of Agribank Sao Do – Hai Duong. The research proved that SERVQUAL model is the suitable model in order to evaluate the quality of service and the satisfaction of customer. Finally, the research pointed out the limitation and direction for further research within this interesting subject.
Appears in Collections:[經營管理研究所] 博碩士論文

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