Nâng cao chất lượng dịch vụ thẻ ATM của ngân hàng nông nghiệp và phát triển nông thôn tỉnh Vĩnh Long

Abstract

The objective of the study was to analyze the quality of service and factors affecting satisfaction of ATM service quality of Agribank in Vinh Long. The study was conducted with 192 clients. By using exploratory factor analysis (EFA) and regression analvsis. These analysis were conducted to examine the relationship between customer’s perceptions of ATM quality and the factors influencing the satisfaction of the quality of ATM service in Vinh Long. The analysis revealed that five factors contributed to customer's satisfaction in ATM service quality of Agribank in Vinh Long included: physical media, reliability, response, service capacity, empathy. The results have been tested for reliability and suitability.

Key words: quality of service, ATM, SERVPERF