THE QUALITY OF NON-CASH PAYMENT SERVICES: RESEARCH AT COMMERCIAL BANKS IN VIETNAM

Abstract

This study aims to measure the quality of non-cash payment services of
Vietnamese commercial banks thus making proposals to help commercial banks
improve quality of services to better meet the needs of customers. Applying the
service quality gap model of Parasuraman et al, with a survey of 213 individuals
and organizations using non-cash payment services at commercial banks in
Vietnam and Holsat chart, the study found that all quality indicators of non-cash
payment services were located in "Not satisfied" area. In other words, there is a
gap between the feeling and expectation of customers about non-cash payment
service at commercial banks in Vietnam.