Assessment of banking service quality in supply chain finance - Evidence from Vietnam Technology and Commercial Joint Stock Bank
The purpose of this paper is to analyze factors influencing banking service quality regarding supply chain finance (SCF)- evidence from Vietnam
Technology and Commercial Joint Stock Bank. It is indicated that to involve financial service providers in the integrated management of supply chain is important to stimulus flows of cash, products and information. We conduct a survey with 178 companies that are using SCF service of Vietnam Technology and Commercial Joint Stock Bank, and apply the SERVPERF model to measure how customers’ satisfaction is affected. The findings agree with the previous studies of banking service quality. The empirical results show that the banks’ SCF service quality is positively influenced by Tangibles, Reliability, Responsiveness, Assurance, Empathy and the bank’s price policy. Particularly the price element have the most significant impact on customer’s perception of service quality.