| dc.description.abstract | Currently, Vietnam's banking system as well as the commercial banks are facing fierce
competition for providing services with foreign banks. This problem became the pressure
on Vietnam Joint Stock Commercial Banks increasingly complete and rapid development
in products/ services quality according to international standards, with reasonable prices
and customer care activities in order to adapt to market demand for the integration trend.
On the other hand , according to the economist - Erwin Frand: " No customer will not exist
any company " had shown the role of customers in all business activities. The reason is
business based on services, so the banks proposed offering customers feedback is very
necessary. It can be said that an important responsibility because bank will seek to
understand the customer's impression with their banks and help orient or adjust developing
strategy in future.
From exploratory research and secondary data, the study has figured out which factors
influence to service quality in banking. The method used in the research is quantitative
method analysis and questionnaires were delivered to collect information from 252
randomly people at VietinBank, HoChiMinh in March and April, 2014. The data were
analyzed by SPSS software.
According to the BSQ (Banking Service Quality) model of Bahia and Nantel in 2000, this
model will be applied for banking system in the new context of Vietnam. As a result, there
are four dimensions: Effectiveness and Assurance, Accessibility, Reliability and Service
portfolios. In fact, these factors affect directly to service quality in Vietnam banking system
in gaining customer satisfaction.
The research presents significant result which is not only focusing in current situation about
service quality in Vietnam banking to maximize the customer satisfaction in competitive
period but also giving the recommendations to improve services better. Lastly, the study
also supports for the managers to meet the customer’s needs in this sector. | en_US |
