Customers’ satisfaction of retail banking servicesquality at Joint Stock Commercial Bank for Investmentand Development of Vietnam, Hai Duong Branch.

• Main Authors: Pham Hai Ha, 範海霞
• Other Authors: Chih-Yaw Chen
• Format: Others
• Language: en_US
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/52880838526648028261

碩士 === 樹德科技大學 === 經營管理研究所 === 101 === Currently, globalization, internationally and regionally economic integration are emerging, along with the development of science and technology and the market opening, the Bank has in place the next fiercely between the State Bank, Joint Stock Commercial Bank and foreign Bank services market Vietnam Banking and Finance. In the international integration trend today, developing the Bank''s retail operation is one of the measures to increase the competitive position of Vietnam commercial banks in the market because in the banking operation, the retail operation plays an important role in creating sustainable platform for the commercial banks to contribute to expanding market share, improving competitiveness and creating capital and income stability. With the desire to provide customer satisfaction, improve the bank’s competitiveness, the research taps on studying service quality of retail bank, the relationship between service quality and customer satisfaction with retail bank and propose solutions to enhance service quality of retail banking services. Based on the characteristics of retail banking services and the domestically and internationally applied model to measure service quality – SERVQUAL, a model to measure service quality with the main research variables and hypotheses are established to evaluate the service quality components of retailing banking services to individual customers through customers satisfaction at Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV), Hai Duong Branch.