Work

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

Year: 2015

Type: article

Abstract: One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

Source: Verslas teorija ir praktika

DOI: 10.3846/btp.2015.510

Authors: Chi Phan, Phong Nham

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: gold

Estimated APC paid: $323

OpenAlex ID: W2145511066

FWCI: 2.572

Cites: 28

Cited by: 23

Related to: 10