THE RECOMMENDATIONS IMPROVING SERVICE QUALITY OF COMMERCIAL BANKS INTO THE TRANS-PACIFIC PARTNERSHIP (TPP)
Journal Title: European Journal of Business and Social Sciences - Year 2016, Vol 5, Issue 6
Abstract
The banking system is a catalyst and engine of growth that is responsible for being a life wire to every sector of the economy. It is evident that no sector in the economy can flourish or prosper without the support and quality services of the banking sector. Moreover, service quality is one of the critical success factors that influence the competitiveness of a commercial bank into TPP. Financial services represent one of the largest service sectors in Vietnam. It is a large and growing source of employment for many Vietnamese people. The paper objectives are to find out, test factors affecting the service quality and to give the recommendations improving service quality. The results of the paper showed that there were five factors, which included of factors following: Component 1 was Assurance (X1), Component 2 was Responsiveness (X2), Component 3 was Tangibles (X3), Component 4 is Reliability (X4) and Component 5 was Empathy (X5) for affecting the service quality of commercial banks in Ho Chi Minh City with 5 % significance level. In addition, the research result was processed by SPSS 20.0 software. The parameters of the model estimated by Least - Squares Method tested for the model assumption with 5% significance level.
Authors and Affiliations
Dr. PHAN THI HANG NGA| Lecturer of Ho Chi Minh City University of Technology (HUTECH)
Keywords
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