Analysis of factors affecting the quality of services for individual customers in Bank of Agriculture and Rural Development Chuong My district branch - Hanoi

Abstract

In the strong development of Vietnam Bank for Agriculture and Rural Development (Agribank), Bank of Agriculture and Rural Development Chuong My district branch - Hanoi (Chuong My Agribank) has increasingly asserted its position, brand and main role in the rural credit market. In recent years, Chuong My Agribank has been one of the pioneers in implementing the strategies of banking services development of Agribank. It has achieved many important results in contributing positively to the service diversity of the whole system. However, in considering of the development potential and integration requirements, there are still many limitations: having not found the best solutions for the service development that deserves with Agribank’s potential and position; having not very good service quality; having not satisfied the increasingly varied demands of the customers - especially of individual customer group. Therefore, finding the factors affecting the levels of customer satisfaction in supplying services is an important basis for building better solutions in order to improve the service quality. By using the Exploratory Factor Analysis (EFA) based on surveying data of 180 individual customers, this study was conducted to determine the factors affecting the quality of services for individual customers of Chuong My Agribank, the study proposed a number of recommendations aimed at improving the quality of services for this kind of customers in the future.