Open AccessASSESSMENT OF CUSTOMER SATISFACTION ON SERVICE QUALITY AT SAIGON - HANOI COMMERCIAL JOINT STOCK BANK (SHB)
Author(s) -
Hieu Minh Tran,
Anh H. Nguyen
Publication year - 2021
Publication title -
khoa học
Language(s) - English
Resource type - Journals
ISSN - 1859-4816
DOI - 10.35382/18594816.1.42.2021.687
Subject(s) - servqual , service quality , customer satisfaction , business , cronbach's alpha , marketing , exploratory factor analysis , scale (ratio) , reliability (semiconductor) , stock (firearms) , quality (philosophy) , joint (building) , service (business) , engineering , geography , mechanical engineering , power (physics) , philosophy , physics , cartography , epistemology , quantum mechanics , architectural engineering
This study applied the SERVQUAL scale of Parasuraman et al. and the scale of previous research models to measure the quality of Saigon - Hanoi Commercial Joint-Stock Bank. The study used Cronbach’s Alpha reliability test method and exploratory factor analysis (EFA) to verify and evaluate the scale conducted with a sample size of n = 215 respondents are customers who use the services of the bank. The research results serve as a basis for Saigon - Hanoi Commercial Joint-Stock Bank to know the factors of service quality that affect satisfaction, the relationship between service quality and satisfaction, level of customer evaluation of these factors, from which an appropriate strategy is carried out to improve customer satisfaction in the future.