Factors Affecting the Satisfaction of Customers in Bidv Vung Tau Branch Bank


Authors : Nguyen Thi Phuong Anh, Vu Van Dong.

Volume/Issue : Volume 4 - 2019, Issue 5 - May

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/2F0N6x3

Abstract : This study was conducted to assess customer satisfaction in substance amount of service. By quantitative research, with a sample size of 150 clients using products of BIDV Bank, Vung Tau Branch, research results show that material (β = 0.173), sympathy (β = 0.499) and reliability (β = 0.365) influence customer satisfaction. Finally, the research sheds light some managerial implications for improving customer satisfaction on quality of banking services, give some limitations and suggestions for future research.

This study was conducted to assess customer satisfaction in substance amount of service. By quantitative research, with a sample size of 150 clients using products of BIDV Bank, Vung Tau Branch, research results show that material (β = 0.173), sympathy (β = 0.499) and reliability (β = 0.365) influence customer satisfaction. Finally, the research sheds light some managerial implications for improving customer satisfaction on quality of banking services, give some limitations and suggestions for future research.

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