EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK - HANOI BRANCH
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| Format: | Theses and Dissertations |
| Language: | English |
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Khoa Quốc tế
2017
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| Online Access: | http://repository.vnu.edu.vn/handle/VNU_123/60505 |
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oai:112.137.131.14:VNU_123-605052017-11-27T20:06:22Z EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK - HANOI BRANCH Nguyen, Quang Hung Retail banking service products reality customer satisfaction effective use p. 81 In retail banking, quality of service plays a vital role in the context of sustained business survival and growth. The relationship between a bank and its customers must be a permanent and lasting one, which needs to be maintained with good quality services. An attempt has been made to ascertain the level of satisfaction of customers with regards to retail banking services in Vietinbank-Hanoi branch. This study assesses customer satisfaction of service quality and determines whether services provided by the selected private banks are acceptable to Vietinbank-Hanoi branch’s customers based on various levels of customer opinion regarding service quality. The methodology is based on primary data collected through a well-structured questionnaire administered on a sample size of 123 respondents randomly selected from Vietinbank-Hanoi branch. In order to assess the customer satisfaction in relation to the quality of service, SERVQUAL model with five attributes were used to create a better understanding of the relationship between the attributes and customer satisfaction, by focusing on the retail banking industry in Vietinbank-Hanoi branch. Data used in making analysis was collected from conducting survey at VietinbankHanoi branch. Based on 123 valid responses from customers, the study indentified three components RELI-ASS (reliability combined with assurance), RESPONSIVENESS, and EMPATHY which explain customers’ evaluation of perceived service quality at Vietinbank-Hanoi branch. The results indicate that Vietinbank-Hanoi branch’s service quality is assessed with a fairly high level in customers’ perception. Furthermore, the relationship between these service quality components and customer satisfaction is also investigated through regression analysis. As the result showed, these three components of service quality have positive relationship with customer satisfaction in which RESPONSIVENESS has the most significant impact on customer satisfaction level. In addition, based on these findings, the thesis also gives some suggestions for VietinbankHanoi branch to further improve service quality and customer satisfaction level. 2017-11-27T07:44:34Z 2017-11-27T07:44:34Z 2017 Thesis http://repository.vnu.edu.vn/handle/VNU_123/60505 en FBA7; application/pdf Khoa Quốc tế |
| institution |
Vietnam National University, Hanoi |
| building |
VNU Library & Information Center |
| country |
Vietnam |
| collection |
VNU Digital Repository |
| language |
English |
| topic |
Retail banking service products reality customer satisfaction effective use |
| spellingShingle |
Retail banking service products reality customer satisfaction effective use Nguyen, Quang Hung EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK - HANOI BRANCH |
| description |
p. 81 |
| format |
Theses and Dissertations |
| author |
Nguyen, Quang Hung |
| author_facet |
Nguyen, Quang Hung |
| author_sort |
Nguyen, Quang Hung |
| title |
EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK - HANOI BRANCH |
| title_short |
EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK - HANOI BRANCH |
| title_full |
EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK - HANOI BRANCH |
| title_fullStr |
EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK - HANOI BRANCH |
| title_full_unstemmed |
EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK - HANOI BRANCH |
| title_sort |
evaluating service quality and individual customer satisfaction with retail banking service in vietinbank - hanoi branch |
| publisher |
Khoa Quốc tế |
| publishDate |
2017 |
| url |
http://repository.vnu.edu.vn/handle/VNU_123/60505 |
| _version_ |
1680964048154263552 |