- 學位論文
The Relationship Between Service Quality and Customer Satisfaction of Consuming Loan Services in AgriBank Branch Office in Vi Xuyen County Vietnam
The Relationship Between Service Quality and Customer Satisfaction of Consuming Loan Services in AgriBank Branch Office in Vi Xuyen County Vietnam
並列摘要
Retail service quality plays an important role in enhancing customer satisfaction and customer loyalty, which significantly contributes to success of a bank service. Therefore, a research into factors affecting of the retail service quality of supermarket is necessary because the research finds solutions to enhance customer perceptions of retail service quality of supermarket. This research uses the Retail Service Quality Scale (RSQS) model to examine the relationship between the retail service quality and its antecedents, including physical aspects, reliability, personal interaction, problem solving and policy in consumer finance services at Agribank Vi Xuyen, and evaluate the level of consumer finance service quality of the bank. With respect to research methodology, the research pursues positivism philosophy to have an objective view on researched subjects and uses deductive approach, survey strategy and quantitative method to achieve research objectives. A technique of data collection is self-administered questionnaires which are delivered directly by hand to 150 customers of Agribank Vi Xuyenand collected later. The research uses a technique of data analysis which is software of SPSS 11.5.