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http://dx.doi.org/10.13106/jafeb.2022.vol9.no6.0373

Factor Affecting Customers Satisfaction About Banking Services: Evidence from Agribank, Vietnam  

NGUYEN, Dung Thi (Department of Economics and Finance, Bac Giang Agriculture and Forestry University)
NGUYEN, Ha Quang (Bac Giang Agriculture and Forestry University)
PHUNG, Hanh My Tran (Thai Nguyen University of Economics and Business Administration (TUEBA))
THAN, Hoang Viet (Vietnam Bank for Agriculture and Rural Development)
Publication Information
The Journal of Asian Finance, Economics and Business / v.9, no.6, 2022 , pp. 373-380 More about this Journal
Abstract
Today, customer satisfaction is the most important issue for Vietnamese banks. There are numerous factors that influence bank customers' satisfaction. The study investigates the factors that influence customer satisfaction with deposit services at the Vietnam Bank for Agriculture and Rural Development (Agribank) in Bac Giang province, Vietnam, and analyses the impact of each component. The authors used 5-point Likert scales to assess whether elements were related to the factors determining consumer satisfaction with Agribank's deposit service. To perform this study, exploratory factor analysis (EFA) and multiple regression were used to find factors determining customer satisfaction with Agribank services. Customers that use deposit services at Agribank in Bac Giang province, Vietnam, provided samples of 300 survey questionnaires for this study. SPSS software is used to examine the data. Customers' satisfaction with Agribank's deposit service is influenced by six factors, including reliability, responsiveness, service capabilities, empathy, tangible means, and service price, according to the study. This finding also offers some recommendations for improving service quality in local Vietnamese banks to gain a competitive advantage.
Keywords
Customer Satisfaction; Deposit Service; Bank; Exploratory Factor Analysis; Multiple Regression;
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Times Cited By KSCI : 5  (Citation Analysis)
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