Examining The Effects of Service Quality on Customer Satisfaction: A Case of Vietnamese Commercial Banks

Authors

  • Nguyen Hoai Nam
  • Pham Thu Trang

Abstract

The purpose of the research was to examine the relationship between service quality and customer satisfaction in a Vietnamese commercial banks.. In this study, we surveyed the customers of Vietnam JointStock Commercial Bank for Industry and Trade. Survey data of260 customers showed that five dimensions of servicequality including reliability, assurance, tangibles,empathy, and responsiveness predicted customer satisfaction. The authors conclude with a discussion of the results and limitations of the research.

Downloads

Published

2020-02-03

Issue

Section

Articles