Factor Affecting Customers Satisfaction About Banking Services: Evidence from Agribank, Vietnam

• 발행기관: 한국유통과학회
• 저자명: Dung Thi NGUYEN Ha Quang NGUYEN Hanh My Tran PHUNG Hoang Viet THAN
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 9 No.6, 373~380쪽, 전체 8쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2022.06.30

영문 초록

Today, customer satisfaction is the most important issue for Vietnamese banks. There are numerous factors that influence bank customers’ satisfaction. The study investigates the factors that influence customer satisfaction with deposit services at the Vietnam Bank for Agriculture and Rural Development (Agribank) in Bac Giang province, Vietnam, and analyses the impact of each component. The authors used 5-point Likert scales to assess whether elements were related to the factors determining consumer satisfaction with Agribank’s deposit service. To perform this study, exploratory factor analysis (EFA) and multiple regression were used to find factors determining customer satisfaction with Agribank services. Customers that use deposit services at Agribank in Bac Giang province, Vietnam, provided samples of 300 survey questionnaires for this study. SPSS software is used to examine the data. Customers’ satisfaction with Agribank’s deposit service is influenced by six factors, including reliability, responsiveness, service capabilities, empathy, tangible means, and service price, according to the study. This finding also offers some recommendations for improving service quality in local Vietnamese banks to gain a competitive advantage.

목차

1. Introduction

2. Literature Review and Hypotheses

3. Research Methods

4. Results and Discussion

5. Conclusion

Reference

키워드

Customer Satisfaction Deposit Service Bank Exploratory Factor Analysis Multiple Regression