The Journal of Asian Finance, Economics and Business

  • 제6권1호
  • /
  • Pages.141-148
  • /
  • 2019
  • /
  • 2288-4637(pISSN)
  • /
  • 2288-4645(eISSN)
한국유통과학회 (Korea Distribution Science Association)
권호 표지
DOI QR코드

DOI QR Code

Customer Satisfaction towards ATM Services: A Case of Vietcombank Vinh Long, Vietnam

  • 투고 : 2018.10.17
  • 심사 : 2018.11.17
  • 발행 : 2019.02.28
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

This research proposes a model of SERVQUAL scale calibration and uses the SERVPERF model to study the relationship between quality of ATM service and customer satisfaction. The research uses the combination of qualitative and quantitative methodology with the Cronbach's alpha reliability analysis, Exploratory Factor Analysis (EFA) method; Confirmation Factor Analysis (CFA) and Structural Equation Modeling (SEM) through SPSS and AMOS 20.0 data analysis software. The survey was conducted with 800 questionnaires with the convenient sampling method. The number of remaining sample for analysis was 779 responses of individual customers using ATM card services of Bank for Foreign Trade of Vietnam (Vietcombank) Vinh Long. The results show that the satisfaction of customers using ATM cards of Vietcombank Vinh Long is influenced by 4 factors with the order of importance as follows: (1) Price; (2) Network; (3) Reliability; (4) Empathy. Thereby, the author suggests some managerial implications to Vietcombank Vinh Long management to enhance the ATM service quality, then improve customer satisfaction. This research still has some limitations: (1) The study does not investigate other influencing factors, (2) The convenient sampling method has not been generalized well, (3) The research is only conducted for Vietcombank.

키워드

참고문헌

  1. Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58(January), 125-131. https://doi.org/10.1177/002224299405800110
  2. Gerbing, D. W., & Anderson, J. C. (1988). An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment. Journal of Marketing Research, 25(May), 186-192. https://doi.org/10.2307/3172650
  3. Gronroos, C. (1984). A service quality model and its marketing implication. Eupropean Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
  4. Kotler, P. (2001). Marketing Management. New York, NY: Pearson Education.
  5. Oliver, R. L (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research, 20(3), 418-430. https://doi.org/10.1086/209358
  6. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50. https://doi.org/10.1177/002224298504900403
  7. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A mutltiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  8. Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72, 201-214. https://doi.org/10.1016/S0022-4359(96)90014-7
  9. Steenkamp, J-B. E. M., & van Trijp, H. C. M. (1991). The use of LISREL in validating marketing constructs. International Journal of Research in Marketing, 8, 283-299. https://doi.org/10.1016/0167-8116(91)90027-5
  10. Svensson, G (2002). A Triadic Network Approach to Service Quality. Journal of Service Marketing, 16(2), 158-179. https://doi.org/10.1108/08876040210422691
  11. Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (3rd Ed.). New York, NY: McGrawHill.
  12. Zeithaml, V. A., & Bitner, M. J. (2000). Services Marketing: Intergrating Customer Focus arross the Firm. New York, NY: McGraw-Hill.

피인용 문헌

  1. The Effect of Professional Sport Spectator's Experience Economy Factors on Satisfaction: Focused on Mediating Effects of Attachment and a Sense of Community vol.6, pp.3, 2019, https://doi.org/10.13106/jafeb.2019.vol6.no3.269
  2. Going beyond Border? Intention to Use International Bank Cards in Vietnam vol.6, pp.3, 2019, https://doi.org/10.13106/jafeb.2019.vol6.no3.315
  3. Assessing the Effects of Service Quality, Experience Value, Relationship Quality on Behavioral Intentions vol.7, pp.3, 2019, https://doi.org/10.13106/jafeb.2020.vol7.no3.167
  4. How Destination Image Factors Affect Domestic Tourists Revisit Intention to Ba Ria-Vung Tau Province, Vietnam vol.7, pp.6, 2019, https://doi.org/10.13106/jafeb.2020.vol7.no6.209
  5. Tourists' Satisfaction towards Bao Loc City, Vietnam vol.7, pp.7, 2019, https://doi.org/10.13106/jafeb.2020.vol7.no7.269
  6. Factors Affecting Savings Deposit Decision of Individual Customers: Empirical Evidence from Vietnamese Commercial Banks vol.7, pp.7, 2019, https://doi.org/10.13106/jafeb.2020.vol7.no7.293
  7. Outpatient Satisfaction at Private General Hospitals in Ho Chi Minh City, Vietnam vol.7, pp.7, 2020, https://doi.org/10.13106/jafeb.2020.vol7.no7.323
  8. Customer Satisfaction with Less than Container Load Cargo Services in HoChiMinh City, Vietnam vol.7, pp.8, 2019, https://doi.org/10.13106/jafeb.2020.vol7.no8.333
  9. The Implication of Trust that Influences Customers' Intention to Use Mobile Banking vol.8, pp.1, 2021, https://doi.org/10.13106/jafeb.2021.vol8.no1.353
  10. Consumer Behavior Toward Adoption of Mobile Payment: A Case Study in Indonesia During the COVID-19 Pandemic vol.8, pp.4, 2019, https://doi.org/10.13106/jafeb.2021.vol8.no4.0581