Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

Phan, Anh Chi; Nham, Phong Tuan

doi:10.3846/btp.2015.510

Cited by 18 publications

(34 citation statements)

References 16 publications

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“…Every sector has to change to adapt to the ups and downs of the economy. In Vietnam, it must be said that in recent years, the financial and banking sector has a considerable attraction in society; There was a "boom" in the banking and finance sector due to the huge social demand; There were career choices with the majority wanting to do banking; Resonance with the demand is the number of banks and branches, transaction locations are everywhere, demand for resources for the banking industry is quite large (Minh, Long, & Hung, 2013;Nham & Phan, 2015). However, there is a fact that when entering the industry.…”

Section: Discussionmentioning

confidence: 99%

“…The quality of human resources complying with the development of the banking sector in Vietnam is still low. The majority of bank employees still lack skills, such as English proficiency, interpersonal skills, teamwork, communication skills, knowledge of the existing financial and banking sector as well as the flexibility in daily activities (Nham & Phan, 2015).…”

Section: Introductionmentioning

confidence: 99%

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Predicting overall Staffs’ Creativity and Innovative Work Behavior in Banking

Tri

Nga

Sipko

2019

Management &Amp; Marketing. Challenges for the Knowledge Society

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This study focuses on the impact of empowering leadership and challenges work environment on both sale employee's creativity and innovative work behavior in the Vietnamese banking industry. An empirical test, a structural equation model comprising a sample of 319 sale employees in 15 banks, indicates a strong relationship between sales staff creativity and innovative work behavior. Moreover, the findings indicate that both an empowering leadership and a challenging work environment can trigger sale employees' creativity. Finally, innovative work behavior has a positive impact on innovative output. In general, this study contributes with some suggestions for bank managers to identify appropriate methods in order to stimulate the creativity and innovative work behavior of employees with the objective of achieving strong and sustainable business performance.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Predicting overall Staffs’ Creativity and Innovative Work Behavior in Banking

Tri

Nga

Sipko

2019

Management &Amp; Marketing. Challenges for the Knowledge Society

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“…For example, service quality was defined as overall customer impression of the relative inferiority or superiority of organization and its services. (Phan & Nham, 2015). But, another researcher described service quality as a form of attitude representing a long-run overall evaluation.…”

Section: Literature Reviewmentioning

confidence: 99%

How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

2020

JIBM

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Service quality played an important role and it affected to the customer satisfaction. Service quality has become a distinct and important aspect of the product and service Offerings. In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy. Questionnaires were used to collect the data from ETS passengers at northern region Malaysia KTMB station. The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique. The results show negative correlation between the customer satisfaction and five dimensions in service quality. This study helps ETS to know about their customer’s satisfaction and can help them improve their service quality. Future research needs to be done to investigate in details about this study. Keywords: Service Quality, Customer Satisfaction, Electric Train Service (ETS), Malaysia.

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“…Scientists agree that trust is a crucial element of successful banking sector development (Wetzel, Van Gorp 2014;Ling, Tran 2012;Phan, Nham 2015). Hence, researchers from all over the world pay close attention to trust in Internet/online banking (Boateng et al 2016;Szopiński 2016;etc.…”

Section: Introductionmentioning

confidence: 99%

Factors Affecting Personal Customers’ Trust in Traditional Banking: Case of the Baltics

Skvarciany

Jurevičienė

2017

Journal of Business Economics and Management

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Nobody disputes that trust is an important issue in choosing a financial service provider, especially in the area of new forms of banking. The goal of this paper is to assess the most important determinants of trust in traditional banking. The study was conducted in the Baltics and personal customers had to rank the distinguished factors. Using correlation analysis and binary logistic regression model it was found that the most significant factor influencing trust in all countries is provided information by the bank. In addition, in Lithuania -bank's characteristics, in Latvia -customers' risk perception and bank's characteristics, in Estonia -respondents' experience of cooperation with a bank were highlighted as significant. The following measures of fit are used in order to describe the created logistic models: contingency table test, Nagelkerke pseudo-R 2 , Pearson chisquare test, Wald test. However, there is a limitation -the survey was conducted online. Nevertheless, as Internet penetration rate is high enough in investigated countries (from 76 percent in Latvia to 91 percent in Estonia), survey results can be adapted for at least seventy-five percent of each country's population. The findings have implications on the development of the strategy and the policy of commercial banks.

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Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

Cited by 18 publications

References 16 publications

Predicting overall Staffs’ Creativity and Innovative Work Behavior in Banking

Predicting overall Staffs’ Creativity and Innovative Work Behavior in Banking

How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

Factors Affecting Personal Customers’ Trust in Traditional Banking: Case of the Baltics

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