Factors affecting service quality of commercial banks in Dong Nai province
DOI:
https://doi.org/10.61591/jslhu.15.323Keywords:
Service quality, Commercial Bank, Tangible, Responsiveness, CompetenceAbstract
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.
References
Phan Chi Anh, Nguyen Thu Ha, Nguyen Minh Hue. Research on ervice quality assessment models. VNU Journal of Science, 2013, No. 1, pp. 15-21.
To Thien Hien. Factors affecting retail banking services at HDBank - An Giang branch, Vietnam Trade and Industry Review, 2020, issues 04, pp. 1-5.
Dinh Phi Ho. Economic research methods and writing master's theses and doctoral, Finance Publishing House, Hanoi, 2021.
Mei, R.; Ronnie, C.; Eris Y.; Ting, C. Measuring Service Quality in the Banking Industry: A Indonesia Based Study. Marketing Management Research, 2013, 19 (5), pp. 163-182.
Gronroos, C. A. Service Quality Model and Its Marketing Imlications in European. Journal of Marketing, 1984, 18 (4), pp. 36-44.
Parasuraman, A.; Zeithaml, V.; Berry, L. SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988, 64 (1), pp. 12-40.
Tran ThiThanh Thuy. Banking service quality of Vietnamese cmmercial banks. Doctoral dissertation in economics, Bnking Academy, Hanoi, 2018.
Zeithaml,V. A.; Bitner, M. J. Services marketing: integrating cstomer focus across the firm, 2nd Edition, McGraw-Hill, Boston, 2000.
