The Analysis of Customer Satisfaction about ATM Service of Vietinbank Ha Giang

The Analysis of Customer Satisfaction about ATM Service of Vietinbank Ha Giang

Nguyen Thi Thu(Nguyen Thi Thu)

指導教授 ： 洪湘欽

共同指導教授 ： Ngo Phuc Hanh ； 吳岱栖(Tai-Chi Wu)

義守大學/管理學院/企業管理學系/碩士(2014年)

https://doi.org/10.6343/ISU.2014.00482

摘要

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關鍵字

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並列摘要

Customer satisfaction in ATM services of Vietinbank is being impacted by 4 factors, including performance of Vietinbank’s ATM, performance of Vietinbank’s ATM personnel, quality of notes, and promptness of card delivery. These factors can explain for more than 41 percent of changes of customer satisfaction on ATM services of the bank, meaning that there are about 59 percent in changes of customer satisfaction cannot be explained by chosen factors.
It is identified that Performance of VIETINBANK’s ATM, Performance of VIETINBANK’s ATM personnel. Quality of note, and Promptness of card delivery have positive impact on customer satisfaction on Vietinbank’s ATM card whether beta of these factors are estimated at 0.233, 0.127, 0.162, and 0.216. It means that when Performance of VIETINBANK’s ATM, Performance of VIETINBANK’s ATM personnel. Quality of note, and Promptness of card delivery improve by 1 percent, customer satisfaction on ATM service quality of Vietinbank also increase by 0.233, 0.127, 0.162, and 0.216 percent respectively.

並列關鍵字

Performance of Vietinbank’s ATM ； Performance of Vietinbank’s ATM personnel ； Quality of notes ； And promptness of card delivery ； Customer satisfaction

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