Customer satisfaction of banking service: The case of commercial banksin Vietnam

Abstract

The purpose of the research is to find out the current level of customer satisfaction in retail banking service and the differences between private commercial banks service and state owned commercial banks service. The research method is to design a questionnaire about customer satisfaction. Questionnaires are delivered to 111 customers and 106 samples were collected. The research has showed that overall customer expected high in every aspect. However, the receivable service is only at an acceptable level. There’s an existence of difference between two types of banks service: private commercial banks seemed to better at customer service than state owned commercial banks.

Although there are some limitations of the study, this research is hoped to contribute something to the development of customer service in Vietnam retail banking.