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

• المؤلفون الرئيسيون: Pham, Thi Lien, Nguyen, Hue Minh
• مؤلفون آخرون: 2012 JSPS Asian CORE Program, Nagoya University and VNU University of Economics and Business
• التنسيق: مقال
• اللغة: English
• منشور في: Đại học Kinh tế 2016
• الموضوعات: Service quality; customer satisfaction; SEVPERF model
• الوصول للمادة أونلاين: http://repository.vnu.edu.vn/handle/VNU_123/14233

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...