ManuScript Details
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Paper Id:
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IJARW1881
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Title:
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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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| Published in: |
International Journal Of All Research Writings |
| Publisher: |
IJARW |
| ISSN: |
2582-1008 |
| Volume / Issue: |
Volume 4 Issue 10 |
| Pages: |
7
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| Published On: |
5/16/2023 9:37:02 PM (MM/dd/yyyy) |
Main Author Details
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Name:
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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
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Research Area:
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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
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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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.
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MLA
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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.
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APA
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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.
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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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RELATIONSHIP BETWEEN SELF-SERVICE BANKING QUALITY, CUSTOMER SATISFACTION AND POSITIVE WORD-OF-MOUTH INTENTION IN VIETNAMESE COMMERCIAL BANKS
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