ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICE QUALITY AT SAIGON - HANOI COMMERCIAL JOINT STOCK BANK (SHB)

Các tác giả

  • Tran Minh Hieu
  • Nguyen Hoang Anh

Từ khóa:

customer satisfaction, Saigon - Hanoi Comercial Joint Stock Bank (SHB), service quality

Tóm tắt

This study applied the SERVQUAL scale of Parasuraman et al. and the scale of previous research models to measure the quality of Saigon - Hanoi Commercial Joint-Stock Bank. The study used Cronbach’s Alpha reliability test method and exploratory factor analysis (EFA) to verify and evaluate the scale conducted with a sample size of n = 215 respondents are customers who use the services of the bank. The research results serve as a basis for Saigon - Hanoi Commercial Joint-Stock Bank to know the factors of service quality that affect satisfaction, the relationship between service quality and satisfaction, level of customer evaluation of these factors, from which an appropriate strategy is carried out to improve customer satisfaction in the future.

Tải xuống

Đã Xuất bản

24-Tháng hai-2021

Cách trích dẫn

1.
Tran MH, Nguyen HA. ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICE QUALITY AT SAIGON - HANOI COMMERCIAL JOINT STOCK BANK (SHB). tvujs [Internet]. 24 Tháng Hai 2021 [cited 12 Tháng Tám 2022];1(42):8-19. Available at: http://journal.tvu.edu.vn/vi/index.php/tckh/article/view/12