Factors affecting service quality of commercial banks in Dong Nai province

Abstract

Advanced technology platform towards customer satisfaction. To improve the competitiveness of commercial banks and integrate into the international economy, banks are currently focusing on developing banking services in general and the quality of banking services in particular on the Internet. Therefore, the research objective is to identify the factors affecting the quality of banking services of commercial banks in Dong Nai province. On that basis, the authors propose that governance improves the quality of high-quality banking services. The quantitative method was carried out with a sample of 500 customers and obtained 415 valid votes; with the support of SPSS 20.0 software, the authors analyzed multivariate linear regression and identified five factors that influence the impact on banking service quality at the 5% significance level. The authors have proposed the managerial implications in priority: tangible, responsiveness, empathy, competence, and reliability.