Factors of loan service quality affecting the satisfaction of small and medium enterprises customers in Vietnam

Kim Quoc Trung Nguyen

International Journal of Procurement Management, 2024, vol. 21, issue 4, 419-439

Abstract: The study aims to estimate the factors of loan service quality affecting the satisfaction of small and medium enterprises customers in Vietnamese state-owned commercial banks. Utilising a mixed-methods approach comprising qualitative techniques like group discussions, expert interviews, and customer surveys alongside a quantitative method involving the implementation of a multiple linear regression model, the researchers have successfully identified and examined four dimensions of loan service quality - tangibles, reliability, assurance, and empathy - that exert a positive influence on the satisfaction of SMEs within these banks. Furthermore, the impact of technological innovation on SMEs' satisfaction is also noteworthy, as it stands out as a critical driver for enhancing operational efficiency and gaining a competitive edge in facilitating banking transactions.

Keywords: service quality; loans; satisfaction; small and medium enterprises; state-owned commercial banks; Vietnam. (search for similar items in EconPapers)
Date: 2024
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