CÁC YẾU TỐ TÁC ĐỘNG ĐẾN SỰ HÀI LÒNG CỦA KHÁCH HÀNG VỀ SẢN PHẨM DỊCH VỤ NGÂN HÀNG HIỆN ĐẠI TẠI NGÂN HÀNG TMCP NGOẠI THƯƠNG VIỆT NAM CHI NHÁNH TP. HỒ CHÍ MINH

Abstract

Satisfaction of the bank's service quality to its customers is important. The purpose of the study is to evaluate the factors affecting customer satisfaction on modern banking products and services at Vietcombank Ho Chi Minh City branch. Based on research from SERVQUAL model of Parasuraman et al (1985), and Perveived Service Quallity Model - PSQM of Gronroos (1984), the author has developed and applied to measure customer expectations. Customer service is a solution to serve customers more properly and understand customers' feelings more than at Ho
Chi Minh City branch. The mixed research method was used, which focused more on the quantitative method with descriptive statistical tools and EFA multivariate regression analysis with the sample size 495. The results of the study showed that there are 5 factors that ensure statistical significance: (1) Tangible media (TAN), (2) Reliability (REL), (3) Professionalism (PRO), (4) Bank image (IMA) and (5) Service portfolio (POR).