ISSN 2394-5125
 

Research Article 


Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc.

Abstract
Stemming from the practical need to attract a lot of customers to transact and use services at Bac A Bank, to maximize the potential market in the area, dominate market share and maximize. The sutdy surveyed 200 customers through interview questionnaires, survey samples were selected by convenient, non-probability sampling method. The thesis uses a 5-level Likert scale to measure the variables and uses SPSS software to analyze data. The thesis has researched the influence of 5 factors: reliability, responsiveness, service capacity, empathy and tangible means to measure customer satisfaction as well as considering the impact of these factors on customer satisfaction with service quality at Bac A Bank. In addition, the author also researches the differences in customer satisfaction according to the individual characteristics of the customers participating in the survey such as age, gender, education level, occupation, income. enter, the time to use the service. On the basis of the research results achieved, along with the consideration of the bank's development orientations and strategies, the thesis proposes a number of solutions to contribute to improving customer satisfaction.

Key words: customer satisfaction, service quality, commercial banks, Vietnam


 
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How to Cite this Article
Pubmed Style

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc. Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam. JCR. 2021; 8(2): 605-617. doi:10.31838/jcr.08.02.63


Web Style

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc. Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam. http://www.jcreview.com/?mno=75127 [Access: April 22, 2021]. doi:10.31838/jcr.08.02.63


AMA (American Medical Association) Style

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc. Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam. JCR. 2021; 8(2): 605-617. doi:10.31838/jcr.08.02.63



Vancouver/ICMJE Style

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc. Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam. JCR. (2021), [cited April 22, 2021]; 8(2): 605-617. doi:10.31838/jcr.08.02.63



Harvard Style

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc (2021) Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam. JCR, 8 (2), 605-617. doi:10.31838/jcr.08.02.63



Turabian Style

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc. 2021. Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam. Journal of Critical Reviews, 8 (2), 605-617. doi:10.31838/jcr.08.02.63



Chicago Style

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc. "Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam." Journal of Critical Reviews 8 (2021), 605-617. doi:10.31838/jcr.08.02.63



MLA (The Modern Language Association) Style

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc. "Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam." Journal of Critical Reviews 8.2 (2021), 605-617. Print. doi:10.31838/jcr.08.02.63



APA (American Psychological Association) Style

Nguyen Hoang Tien, Tran Hong Son, Dinh Ba Hung Anh, Nguyen Minh Duc (2021) Factors affecting customer satisfaction on service quality at joint stock commercial banks in Vietnam. Journal of Critical Reviews, 8 (2), 605-617. doi:10.31838/jcr.08.02.63