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Factors Influencing Retail Customer Satisfaction in Mobile Banking Services: A Case Study of Sacombank - Hanoi Branch

Year: 2025

Type: article

Abstract: This study aims to investigate the factors influencing customer satisfaction in M-banking services in Vietnamese commercial banks, focusing on Sacombank’s Hanoi Branch. Based on the SERVQUAL model by Parasuraman et al. (1988) and related literature, this study identifies five critical factors that determine customer satisfaction: reliability, responsiveness, tangibility, assurance, and empathy. A survey was conducted with 208 retail customers at Sacombank Hanoi Branch who have used the M-banking

Source: Annals of Organizational Culture Leadership and External Engagement Journal

DOI: 10.51847/0718r25rsv

Authors: My Nguyen Ha, Tam Le Thanh, Van Pham Thi Thanh

Institution: National Economics University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: bronze

OpenAlex ID: W4413233290

FWCI: 12.88

Cites: 25

Cited by: 10

Related to: 10