Authors : Pham Thi Lien
Abstract: This study used SERVQUAL Model to empirically examine the relationship between perceived quality of retailing banking services and customer satisfaction in a Vietnam Investment and Development Bank. The 218 customers of the bank were responded a survey questionnaire which covers all five dimensions of service quality as in SERVQUAL Model. Analysis results indicate that four perceived service quality dimensions of retail banking service (assurance, responsiveness, reliability and empathy) significantly impact on customer satisfaction. The other dimension (Tangible) has no significant contribution to customer satisfaction. Based on these results, banks managers would focus on the four important dimensions to achieve high degree of customer satisfaction. Researchers in this field would use theses research findings as a good reference.
Pham Thi Lien , 2017. Perceived Quality of Retail Banking Services with Customer Perspectives-A Vietnam Bank. International Business Management, 11: 1819-1825.