Assessing service quality of Vietnamese commercial banks- view from satisfaction of customers
Keywords:
quality services, Vietnamese commercial banks, customer satisfaction.
Abstract
In recent years, along with the process of economic development and integration, banking services of Vietnamese
commercial banks have been constantly innovating to stay on the market. However, according to the perception
and assessment of customers, competitiveness and quality of banking services of Vietnamese commercial banks
are still not high, there are still many points that do not really meet the expectations of customers. This paper
researches the components of banking services quality at Vietnamese commercial banks from the perspective of
customer satisfaction, thus providing some recommendations for improving the quality of services at Vietnamese
commercial banks.
