ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICE QUALITY AT SAIGON - HANOI COMMERCIAL JOINT STOCK BANK (SHB)
Keywords:
customer satisfaction, Saigon - Hanoi Comercial Joint Stock Bank (SHB), service quality
Abstract
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.
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the firm; 2000.
technology-based self-service operations: an investigation of alternative models. International Journal of
Research in Marketing. 1996; 13(1):29–51.
[2] Soyoung Kim, Byoungho Jin. An Evaluation of the
Retail Service Quality Scale For U.S. and Korean
Customers of Discount Stores. In NA - Advances in
Consumer Research Volume 28, eds. Mary C. Gilly,
Joan Meyers-Levy, Valdosta. GA : Association for
Consumer Research. 2001:169–176.
[3] Mehta S.C., Lalwani A.K., Li Han S. Service quality
in retailing: relative efficiency of alternative measurement scales for different product-service environments. International Journal of Retail & Distribution
Management. 2000; 28(2):62–72.
[4] Kaul S. Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India. Vikalpa. 2007; 32(1):15–26.
DOI:10.1177/0256090920070102.
[5] Tran Thi Tram Anh. Improving the quality of retail
banking services at Vietnam Export Import Commercial Joint Stock Bank (Nâng cao chất lượng dịch vụ
ngân hàng bán lẻ tại ngân hàng Thương mại cổ phần
xuất nhập khẩu Việt Nam) [Master Thesis]. University
of Economics Ho Chi Minh City; 2011.
[6] Do Quang Thang. Evaluation of customer satisfaction about the quality of retail banking services
in Joint Stock Commercial Bank for Investment and
Development of Vietnam at Vung Tau branch (Đánh
giá sự hài lòng của khách hàng về chất lượng dịch
vụ ngân hàng bán lẻ tại Ngân hàng Thương mại cổ
phần đầu tư và phát triển Việt Nam chi nhánh Vũng
Tàu) [Master Thesis]. Ba Ria - Vung Tau University;
2018.
[7] Parasuraman A., Zeithaml V. A., Berry L. L.
Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing. 1988; 64(1):12–40.
[8] Kotler P, Armstrong G. Principle of marketing (14th
Ed). In Library of Congress Catalogingin-Publication
Data; 2011:1–8.
[9] Luu Van Nghiem. Marketing in service business
(Marketing trong kinh doanh dịch vụ). Hanoi: Statistical Publishing House; 2001.
[10] Levesque T., McDougall G. H. Determinants of customer satisfaction in retail banking. International
Journal of Bank Marketing. 1996; 14(7):12–20.
[11] Thongsamak S. Service quality: Its measurement and
relationship with customer satisfaction. Journal of
service marketing. 2001; 14(1):9–26
[12] Parasuraman A., Zeithaml V. A., Berry L. L. A
conceptual model of service quality and its implications for future research. Journal of Marketing. 1985;
49:41–50.
[13] Oliver R. L. Satisfaction: A Behavioral Perspective
on the Consumer. New York: The McGrawHill Companies; 1997.
[14] Kotler. Marketing insights from A to Z: 80 concepts
every manager needs to know. John Wiley & Sons;
2003.
[15] Cronin Jr J. J., Taylor S. A. Measuring service quality:
a reexamination and extension. Journal of Marketing.
1992; 56:55–68.
[16] Zeithaml V. A., Bitner M. J., Gremler D. D., Pandit A.
Services marketing: Integrating customer focus across
the firm; 2000.
Published
15-February-2021
How to Cite
1.
Tran H, Nguyen A. ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICE QUALITY AT SAIGON - HANOI COMMERCIAL JOINT STOCK BANK (SHB). journal [Internet]. 15Feb.2021 [cited 22Dec.2024];11(42):8-9. Available from: https://journal.tvu.edu.vn/tvujs_old/index.php/journal/article/view/687
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