The Relationship between Service Quality and Customer Satisfaction – a Case of a Commercial Bank in Vietnam

• Main Authors: Pham, Thi Lien, Nguyen, Hue Minh
• Other Authors: 2012 JSPS Asian CORE Program, Nagoya University and VNU University of Economics and Business
• Format: Article
• Language: English
• Published: Đại học Kinh tế 2016
• Subjects: Service quality; customer satisfaction; SEVPERF model
• Online Access: http://repository.vnu.edu.vn/handle/VNU_123/14233
• Institution: Vietnam National University, Hanoi

Service quality and its relationship with customer satisfaction have received considerable academic and businesses attention in recent years. But the nature of the exact association between these two constructs is not well-explained in the literature. This study used SERVPERF model as proposed by Cr...