Factors affecting service quality at Vietnamese retail banks

Abstract

Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by "reliability", "responsiveness", "empathy", "security", and "tangibles". Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.

The Effect of Service Quality Dimension on Taxpayers’ Satisfaction (Study at Howard Tax Consultant)

“…In other words, the more a company is able to improve the physical aspects including facilities, personnel, and written material, the more likely that taxpayers' satisfaction will increase. The result of this study supports research by Hoang (2018) which confirms that tangible has a significant influence on customer satisfaction.…”

“…Taxpayers adhere to valuebased consulting when using the services of a tax consultant (Sutanto and 2013), which means that taxpayers focus more on the processes and results provided by tax consultants, therefore service quality becomes a very important factor in measuring customer satisfaction. Although there have been many studies that prove the significant influence of service quality on customer satisfaction (Shresta, 2018;Hoang, 2018;Kant and Jaiswal, 2017), the majority of these research were examining the banking sector, and researches related to service quality and satisfaction customers in the tax consulting service sector are still rarely found. Therefore, this research is expected to help tax consulting service companies in identifying variable dimensions of service quality that need to be optimized in increasing customer satisfaction.…”

In the practice, how does customer service ensure competitive advantage?

“…The speeches obtained corroborate the perception that empathy is not just about offering understanding to consumer needs, but showing interest, sharing and attentive care with customers, making them feel like "guests of honor" during service (Hoang, 2018). To do this, as in the case analyzed managers should hire employees who can sense customers' expectations and perceive and respond to consumers' thoughts, feelings, and intentions in order to create a positive opinion about the brand during the interaction between the salesperson and the customer (Bahadur et al, 2018).…”

“…The fulfilment of this expectation consists in providing a service without errors, meeting deadlines, guaranteeing the communicated price, and solving problems. • Empathy -showing interest in the customer, demonstrating sensibility, and providing accessibility and attention through personalized service that addresses the customer's needs and proves how important they are to the company (Hoang, 2018). • Responsiveness -willingness and commitment to respond to customer inquiries, complaints, and problems.…”

Deontological and Consequential Ethics for Quality Standards: Blurring the Boundaries to Secure Accountability in Policy Compliance for Public Administration Practices

“…The quality of these services is measured by certain indicators. The literature classifies these as quality dimensions or quality factors (Parasuraman et al, 1985;Hoang, 2018). These are described as: factors of systems' efficiency (Vuk, 2012); factors of objective measure (Ullah et al 2011); a set of elements for standards used in evaluating education (Lopez et al 2016); academic services and facilities, quality of lecturers and quality of academic programmes (Mattah et al 2018).…”