SỰ HÀI LÒNG CỦA KHÁCH HÀNG ĐÔI VƠI DỊCH VỤ TÀI CHÍNH VI MÔ: NGHIÊN CỨU TRƯỜNG HỢP TẠI TỔ CHỨC TÀI CHÍNH VI MÔ TÌNH THƯƠNG - TYM

Abstract

Te article uses the SERVPERF model developed by Cronin and Taylor (1994)
to propose and adjust scales and dimensions reflecting the satisfaction of women when using
microfnance services and participating in TYM’s non-fnancial activities. Te surveyed
results of 843 members and customers of TYM based on “cluster sampling in combination
with systematic random sample” methods show that women are highly satisfed with the
microfnance services provided by TYM. In addition, the lower perceived satisfaction related
to communication and public relation of TYM ,as well as its provision of information and
documents to customers. Many customers recommend TYM for signifcant changes in
microcredit and savings services and promote digital transformation in microfnance to
adapt quickly to the new perspectives.