| dc.description.abstract | Today, ATM (automated teller machine) card is just like a friend for everybody in
Vietnam. This is one of the best services provided by the banking industry to every one
having an account in a bank. There is a direct relationship between the service quality of
ATM card and the level of customer satisfaction. Customer satisfaction and customer
loyalty are very important in the present world. This study investigates significant
dimensions of ATM service quality, customer satisfaction, customer trust and their
effect on customer loyalty. To explain customer loyalty level, this study follows Lin and
Wang (2005) model that customer loyalty should be measured along with the factors as
service quality, customer satisfaction and customer trust. The questionnaire was used to
collect the data from a convenience sample of 300 customers of banks in Ho Chi Minh
city. SEM (structural equation modeling) results indicate that service quality, customer
satisfaction and customer trust positively and significantly contributes toward customer
loyalty. The thesis makes a significant contribution to the banking management because
some empirical findings are available dealing with this aspect of ATM card service in
the Vietnamese banking sector.
Keywords: service quality, customer satisfaction, customer trust, customer loyalty. | en_US |
