The Factors Influencing to Effective Performance of Customer Service Officers in VPBank, Viet Nam

• Main Authors: Tran Thi Lien, 陳氏連
• Other Authors: Chuang, Jen-Hui
• Format: Others
• Language: en_US
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/6w26n8

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 106 === In recent years, Banking industry dramatically develops in Viet Nam. Banking system plays an important role to drive and push the economy. Therefore, the workforce for banking industry also receives many investments in a lot of universities. The performance of employees in Banks significantly contributes to achievement of Banks. In the first place, Customer Service Officers are the first touch points with customers in Branch Counters. So that, the relationship with customers has strong correlation with the performance or service quality of this touch point. VPBank also focus on the performance of this position so much. Thus, VPBank spend a lot of time and resource to improve the service quality of customer service at counters. This research aims to find out the factors influencing to performance of customer service officers in VPBank Branches. In the first stage, the author finds out many relevant information and research from many materials. Then, the author selects the most relevant references in order to design the questionnaire. Survey is conducted via Monkey survey software to collect as much response as possible and make convenience to consolidate as well. All the collected data is put into SPSS to work out the research results. 221 responses are collected to have deep analysis. After running descriptive analysis, factor analysis, reliability analysis and regression, the job motivation and training are two factors influencing to effective employee performance of customer service officers. This research result helps to recommend some solutions for VPBank in order to find out some better ways to improve the employee performance. These solutions cannot resolve all the issues in VPBank. However, these are valuable suggestions for VPBank Managers because all the outputs based on the actual analysis from the actual response of VPBank employees.