Manuscript Details - IJARW1881

ManuScript Details
Paper Id: IJARW1881
Title: RELATIONSHIP BETWEEN SELF-SERVICE BANKING QUALITY, CUSTOMER SATISFACTION AND POSITIVE WORD-OF-MOUTH INTENTION IN VIETNAMESE COMMERCIAL BANKS
Published in: International Journal Of All Research Writings
Publisher: IJARW
ISSN: 2582-1008
Volume / Issue: Volume 4 Issue 10
Pages: 7
Published On: 5/16/2023 9:37:02 PM      (MM/dd/yyyy)
Main Author Details
Name: Vo Thi Ngoc Linh
Institute: Ho Chi Minh University of Banking, Vietnam
Co - Author Details
Author Name Author Institute
Ta Thi Kieu Trang Ho Chi Minh University of Banking, Vietnam
Abstract
Research Area: Accounting, Banking
KeyWord: quality, self-service banking, customer satisfaction, positive word of mouth intention, commercial banking.
Abstract: The rapid advancement in digital technology makes competitive pressure increase sharply in the banking sector. Banks will be forced to readjust their operational processes, promote investment, and apply technology to their operations. On that basis, banks will gradually shift from traditional banking to a dynamic banking-focused platform through self-service technology, providing competitive products and services to enhance the customer experience. The article investigates the relationship between self-service banking quality, customer satisfaction and positive word-of-mouth intentions in Vietnamese commercial banks with the aim of clarifying the effects of self-service technology quality on customer satisfaction and positive word-of-mouth intentions. From there, it provides management implications to improve customer satisfaction about the bank's products and services and promote positive word-of-mouth intentions of customers about the bank.
Citations
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IEEE
Vo Thi Ngoc Linh, Ta Thi Kieu Trang, "RELATIONSHIP BETWEEN SELF-SERVICE BANKING QUALITY, CUSTOMER SATISFACTION AND POSITIVE WORD-OF-MOUTH INTENTION IN VIETNAMESE COMMERCIAL BANKS", International Journal Of All Research Writings, vol. 4, no. 10, pp. 237-243, 2023.
MLA Vo Thi Ngoc Linh, Ta Thi Kieu Trang "RELATIONSHIP BETWEEN SELF-SERVICE BANKING QUALITY, CUSTOMER SATISFACTION AND POSITIVE WORD-OF-MOUTH INTENTION IN VIETNAMESE COMMERCIAL BANKS." International Journal Of All Research Writings, vol 4, no. 10, 2023, pp. 237-243.
APA Vo Thi Ngoc Linh, Ta Thi Kieu Trang (2023). RELATIONSHIP BETWEEN SELF-SERVICE BANKING QUALITY, CUSTOMER SATISFACTION AND POSITIVE WORD-OF-MOUTH INTENTION IN VIETNAMESE COMMERCIAL BANKS. International Journal Of All Research Writings, 4(10), 237-243.
RELATIONSHIP BETWEEN SELF-SERVICE BANKING QUALITY, CUSTOMER SATISFACTION AND POSITIVE WORD-OF-MOUTH INTENTION IN VIETNAMESE COMMERCIAL BANKS
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RELATIONSHIP BETWEEN SELF-SERVICE BANKING QUALITY, CUSTOMER SATISFACTION AND POSITIVE WORD-OF-MOUTH INTENTION IN VIETNAMESE COMMERCIAL BANKS

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