FACTORS AFFECTING CUSTOMERS’ SATISFACTION OF VIETCOMBANK IN DONG NAI PROVINCE
Journal Title: European Journal of Business and Social Sciences - Year 2017, Vol 5, Issue 12
Abstract
The study results showed that there were 450 customers of Vietcombank (VCB) in Dong Nai province who interviewed and answered about 26 questions that used for customers’ responses measured through an adapted questionnaire on a 5-point Likert scale of the conventions following: 1: Completely disagree, 2: Disagree, 3: Normal; 4: Agree; 5: completely agree. The sample of hard copy and online questionnaire distributed 450 customers of Vietcombank (VCB) which has more than 20.000 customers in Dong Nai province. The Data collected from June 2016 to October 2016 in Dong Nai province. The paper had been analyzed Cronbach's Alpha, KMO test and multiple regression analysis. Moreover, the research Data processed from SPSS 20.0 software. The research result showed that there were five factors, which included of factors following banking service (X1), Responsiveness (X2), Staff behavior (X3), Facility (X4) and Empathy (X5) with significance level 5 percent. In addition, all of five components affecting the customers’ satisfaction of Vietcombank in Dong Nai province with significance level 5 percent. Based the research results, the researcher has recommendations in order to improve the customers’ satisfaction of Vietcombank in the future.
Authors and Affiliations
Bui Van Thuy| Lecturer of the Faculty of Finance - Accounting at Lac Hong University (LHU)
Keywords
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- EP ID EP10869
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