Open AccessFactors Impacting Customer Loyalty to LienVietPostBank, Binh Thuan Province
Author(s) -
Dong Ngoc Vuong Thai,
Nguyễn Quốc Nghi
Publication year - 2021
Publication title -
international journal of research and review
Language(s) - English
Resource type - Journals
eISSN - 2454-2237
pISSN - 2349-9788
DOI - 10.52403/ijrr.20211026
Subject(s) - loyalty business model , loyalty , service quality , exploratory factor analysis , sympathy , customer satisfaction , psychology , business , business administration , marketing , service (business) , social psychology
The objective of this study is to determine factors affecting the loyalty of individual customers to LienVietPostBank Binh Thuan. Research data are collected from 395 individual customers who are recently using services at LienVietPostBank Binh Thuan. The study applies exploratory factor analysis and multivariate linear regression. The research results have proved that positive affecting factors to the loyalty of individual customers to LienVietPostBank Binh Thuan are reliability, responsiveness, assurance, sympathy, tangible facilities, the reasonableness of service charges, social responsibility, and customer satisfaction. In which, satisfaction and sympathy have the most influence on the loyalty of individual customers to LienVietPostBank Binh Thuan.Keywords: Loyalty, individual customer, service quality, LienVietPostBank Binh Thuan.