ManuScript Details
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Paper Id:
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IJARW2225
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Title:
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FACTORS AFFECTING THE LOAN SERVICE QUALITY FOR PERSONAL CUSTOMERS AT VIETCOMBANK HO CHI MINH CITY BRANCH
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| Published in: |
International Journal Of All Research Writings |
| Publisher: |
IJARW |
| ISSN: |
2582-1008 |
| Volume / Issue: |
Volume 6 Issue 4 |
| Pages: |
12
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| Published On: |
10/13/2024 3:20:01 AM (MM/dd/yyyy) |
Main Author Details
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Name:
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Nguyen Tuan Dat |
| Institute: |
Ho Chi Minh City University of Banking, Vietnam |
Co - Author Details
| Author Name |
Author Institute |
| Nguyen Thanh Viet |
Ho Chi Minh City University of Banking, Vietnam |
| Vo Dang Hoang Gia Khiem |
Ho Chi Minh City University of Banking, Vietnam |
| Vo Hoang Minh |
Ho Chi Minh City University of Banking, Vietnam |
| Dinh Thi Hien Minh |
Ho Chi Minh City University of Banking, Vietnam |
| Ngo Nhat Khanh |
Ho Chi Minh City University of Banking, Vietnam |
Abstract
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Research Area:
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Accounting, Banking |
| KeyWord: |
Personal customer lending, service quality, tangibility, loan costs, technology, transaction time. |
| Abstract: |
Based on the theoretical framework related to service quality by Parasuraman et al. (1985, 1988, 1991) known as SERVQUAL, and other theoretical models that extend the evaluation of service quality in the context of commercial banks (CBs), this study examines factors affecting the loan service quality for personal customers. After conducting qualitative research with experts, the authors finalized a survey questionnaire with conceptual measurement scales for the factors in the research model. A survey was then conducted with 300 customers, but only 292 valid responses were collected. The data from these surveys were analyzed using the SPSS 22.0 statistical software. The research results show that the measurement scales all meet the reliability standards of Cronbach’s Alpha and exhibit convergence and represent a single factor through the EFA test. Further correlation analysis between the independent and dependent variables reveals statistically significant relationships. Additionally, the regression model results indicate six key factors, including Tangibility and others. |
Citations
Copy and paste a formatted citation or use one of the links to import into a bibliography manager and reference.
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IEEE
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Nguyen Tuan Dat, Nguyen Thanh Viet, Vo Dang Hoang Gia Khiem, Vo Hoang Minh, Dinh Thi Hien Minh, Ngo Nhat Khanh, "FACTORS AFFECTING THE LOAN SERVICE QUALITY FOR PERSONAL CUSTOMERS AT VIETCOMBANK HO CHI MINH CITY BRANCH", International Journal Of All Research Writings,
vol. 6, no. 4, pp. 5-16, 2024.
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MLA
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Nguyen Tuan Dat, Nguyen Thanh Viet, Vo Dang Hoang Gia Khiem, Vo Hoang Minh, Dinh Thi Hien Minh, Ngo Nhat Khanh "FACTORS AFFECTING THE LOAN SERVICE QUALITY FOR PERSONAL CUSTOMERS AT VIETCOMBANK HO CHI MINH CITY BRANCH." International Journal Of All Research Writings,
vol 6, no. 4, 2024, pp. 5-16.
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APA
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Nguyen Tuan Dat, Nguyen Thanh Viet, Vo Dang Hoang Gia Khiem, Vo Hoang Minh, Dinh Thi Hien Minh, Ngo Nhat Khanh (2024). FACTORS AFFECTING THE LOAN SERVICE QUALITY FOR PERSONAL CUSTOMERS AT VIETCOMBANK HO CHI MINH CITY BRANCH. International Journal Of All Research Writings,
6(4), 5-16.
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FACTORS AFFECTING THE LOAN SERVICE QUALITY FOR PERSONAL CUSTOMERS AT VIETCOMBANK HO CHI MINH CITY BRANCH
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FACTORS AFFECTING THE LOAN SERVICE QUALITY FOR PERSONAL CUSTOMERS AT VIETCOMBANK HO CHI MINH CITY BRANCH
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