Factors affecting individual customer satisfaction with the service quality of Vietnamese banks

Dong Van Vu, Lien Thi Thuy Le, Thang Quoc Nguyen and Cong Van Nguyen

International Journal of Management Concepts and Philosophy, 2021, vol. 14, issue 3, 193-211

Abstract: The main objective of this study is to identify and measure the factors affecting customer satisfaction with the quality of service at Vietnamese commercial banks. Research data was collected through convenient sampling with 182 customers using the services of commercial banks. Using the SERVPERF model as a basis for research, the groups of factors that reflect reliability, responsiveness, tangibility, assurance, and empathy were used to measure the impact of quality service of commercial banks on customer satisfaction. After assessing the reliability of data and scales, the study conducted the regression analysis to consider each correlation relations, examine theoretical models and hypotheses. The results show that three elements of service quality positively influence customer satisfaction in descending order: assurance, empathy and tangibility. Unlike many studies in published countries, our research shows that in Vietnam, the factors that reflect reliability and responsiveness have no significant impact on satisfaction. Individual customers in Vietnam have little expectation of the bank's reputation and credibility and pay little attention to the image that the bank creates. From the results of this analysis, the study gave some implications for bank administrators to improve the quality of banking services.

Keywords: assurance; customer satisfaction; empathy; reliability; responsiveness; service quality; tangibility; Vietnamese commercial banks. (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=118973 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijmcph:v:14:y:2021:i:3:p:193-211

Access Statistics for this article

More articles in International Journal of Management Concepts and Philosophy from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().