Factors influencing satisfaction of individual customers for service quality of asia commercial bankThang long branch

Abstract

Satisfaction of customers is one of the most inportant factors that influence the successes or failures of commercial
banks in Vietnam. The main objective of this study is to identify key factors affecting significanlty satisfaction ofindividual customers for service quality provided by Asian Commercial Bank - Thang Long Branch (ACB-TL). In
this research, we surveyed 145 individual customers from ACB-TL. The results of Exploratory Factor Analysis
(EFA) indicated that 5 factors, including: (1) Tangibles; (2) Responsiveness; (3) Empathy; (4) Reliability; (5)
Assurance, significantly affected satisfaction of individual customers from ACB-TL. The findings of this research,
therefore, provide implications for solution development, with the aims being to improve service quality for
individual customer from ACB-TL in particular and in other commercial banks in Vietnam in general.