The Empirical Study of Customers' Satisfaction with ATM Card Services in Vietcombank- HoChiMinh Branch

• Main Authors: Do VanThai, 杜文泰
• Other Authors: Ying – Fang Huang
• Format: Others
• Language: en_US
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/n8x4x2

碩士 === 國立高雄應用科技大學 === 製造與管理外國學生碩士專班 === 102 === This thesis attempts to identify the main factor of affecting customer satisfaction whose are using Vietcombanks' ATM card services in HoChiMinh city and proposing the strategies to improve service quality, attract and retain customers in HoChiMinh city, Vietnam. In this thesis, with a study on literature review and the conducting of survey with customers, six factors have been mentioned. Totally 220 questionnaires have been sent to customers in Ho Chi Minh city, Vietnam for observation. The data are carried out by using multiple statistical analyses, including reliability analysis, factor analysis, Inpendent T-test, multiple linear regressions, Anova analyses. The results indicate that, in the six hypotheses have been suggested, the Reliability is considered as the most important factor. Whereas, the Responsiveness, Tangible, Technical quality, Assurance, Empathy are the factors that imposition influence the selection using to Vietcombanks' ATM card service in HoChiMinh city. In addition, these also shows satisfaction level on each factor of using ATM card service. Therefore, the findings also provide useful implications for Vietcombank’s policies with the goal in terms of customer satisfaction. This study has also suggested some solutions of enhancing the customer satisfaction and meeting the customer expectations when they use Vietcombank's ATM card services.