Factors driving customer satisfaction in Vietinbank’s retail banking product
Nội dung chính của bài viết
Tóm tắt
The current retail banking sector is very dynamic and very competitive. In the past, many banks involved in retail banking attached much importance to establishing how the quality of service influences the satisfaction of their customers. Therefore, this paper seeks to contribute to the existing knowledge on the role played by the quality of service rendered to customers towards their general feeling of satisfaction with their retail banking service provider. The study's findings would assist retail banks in understanding how the service offered to their customers impact the feeling of gratification. A survey of randomly selected customers of the Vietinbank, Vietnam, was carried out. The research found a direct correlation between customer satisfaction and service quality. The study provides a deep comprehension to managers of retail banks and marketing professionals on the main drivers for developing and retaining customer satisfaction. To this end, banking institutions must develop clear policies and product offerings tailored to customer satisfaction
Chi tiết bài viết
Từ khóa
Customer service in retail banking, Retail banking customer satisfaction, Quality service in retail banking, Retail banking in Vietnam
Tài liệu tham khảo
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Sharareh, M., Fauziah, B. (2012). Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian Car Insurance Industry. International Conference on Economics, Business Innovation IACSIT Press, 38, 219 – 223.
Swan, K. (2001).Virtual interaction: Design factors affecting student satisfaction and perceived learning in asynchronous online courses. Distance Education, 22(2), 306-331.
Torres-Moraga, E., Vásquez, A., & Zamora, J. (2008).Customer satisfaction and loyalty: start with product, culminate with the brand. Journal of Consumer Marketing, 25(5), 302-313.
Uche, C., & Ehikwe, A. (2001).Marketing of the Banking services in Nigeria.Journal of Financial Service Marketing, 6 (2), 133–146.
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Vanniarajan, A., Anbazhagan, B., & Hagin, N. (2007).SERVPERF Analysis in Retail Banking. International Marketing Conference on Marketing & Society, 726-734.
Wilson A., Zeithaml, V., Bitner, M., & Gremler, D. (2008). Services Marketing., McGraw-Hill Education, 4(1), 15-16.
Zeithaml, V., Berry, L.,& Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–47.
Zeithaml, V., Bitner, M., & Gremler, D. (2006).Services marketing (4th ed.). McGraw-Hill Publisher.
Agbor, J. (2009). The Relationship between Customer Satisfaction and Service Quality: a study of three Service sectors in Umea. Umea School of Business.
Anderson, E., Fornell, C., & Lehmann, D. (2004).Customer satisfaction, market share and profitability: findings from Sweden. Journal of Marketing, 58(3), 53-66.
Babin, B., & Griffin, M. (1998).The nature of satisfaction: an updated examination and analysis. Journal of Business Research, 41(2), 127-136.
Badara, M., Nik, K., Abubakar, M., Abdalla, N., Abdulkadir, M., & Faruq, M. (2013).Direct Effect of Service Quality Dimensions on Customer Satisfaction and Customer Loyalty in Nigerian Islamic Bank. Journal of Management, 3(1), 6-11.
Beck, T., Cull, R. & Jerome, A. (2005).Bank privatization and performance: Empirical evidence from Nigeria. Journal of Banking & Finance, 29, 2355–2379.
Bolton, R., & Drew, J. (1994).Linking customer satisfaction to service operations and outcomes. New Directions in Theory and Practice, 173-200.
Chatterjee, S. & Hadi, A. S. (2006). Regression analysis by example(4th ed.)., New Jersey: John Wiley and Sons, Inc. Publication.
Collis, J. & Hussey, R. (2009). Business research: A Practical Guide for Undergraduate & Post Graduate students(5th ed.). London: Palgrave Mcmillan.
Cronin, J.,& Taylor, S. (1992).Measuring service quality; a re-examination and extension. The Journal of Marketing,56(3),55-68.
Daniel, C.,& Berinyuy, L. (2010).Using the SERVQUAL Model to assess Service Quality and Customer Satisfaction: An Empirical Study of Grocery Stores in Umea. Umea School of Business.
Dawkins, P., & Reichheld, F. (1990).Customer retention as a competitive weapon. Directors and Board, 14, 42-47.
Devellis, R.F. (1991). Scale Development: Theory and Applications. Newburry Park, CA: Sage Publications.
Fen, Y., & Lian, K. (2007).Service Quality and Customer Satisfaction: Antecedents of Customer’s Re-patronage Intentions. Sunway Academic Journal,4, 60-73.
Goode, M., & Harris, C. (2005).Online Behavioural Intentions: An Empirical Investigation of Antecedents and Moderators. European Journal of Marketing, 41(5/6), 512-536.
Grix, J. (2010). The foundations of Research: Palgrave Study Skills(2nd ed.). Hampshire.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1995). Multivariate data analysis: with readings(4th ed.). Englewood Cliffs, New Jersey: Prentice-Hall.
Hanif, M., Hafeez, S., & Adnan, A. (2010). Factors Affecting Customer Satisfaction. International Research Journal of Finance and Economics, 60, 44-52.
Kaplan, R., & Norton, D. (2001).The Strategy-focused Organization: How Balanced Scorecard Companies Thrive in the new Business Environment. Harvard Business School Press.
Kuusik, A. (2007).Affecting customer loyalty: do different factors have various influences in different loyalty levels. The University of Tartu Faculty of Economics and Business Administration.
Matzler, K., & Sauerwein, E. (2002). The factor structure of customer satisfaction. International Journal of Service Industry Management, 13(4), 314 – 332.
Negi, R. (2009).Determining customer satisfaction through perceived service quality: A study of Ethiopian mobile users., International Journal of Mobile Marketing,4(1), 31-38.
Nguyen Thi Quy. (2008). Modern Banking Services. Social Science Publishing House.
Nguyen, T. (2008).Service quality in e-banking: Comparison between SERVQUAL model and GRONROOS model. University of Economics, HoChiMinh.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory(3th ed.).New York, NY: McGraw-Hill.
Oliver, L. (1981).Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing, 57(3), 25-48.
Oliver, R. (1993).Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research,20, 418–430.
Ooi, K., Abdul, T., Lin, B., & Yee-Loong, C. (2011).Are TQM practices supporting customer satisfaction and service quality?. Journal of Services Marketing, 410-419.
Parasuraman, A., Valarie, V., Zeithaml, V., & Berry, L. (1988).SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Ragin, C.C. (1994). Constructing Social Research: The Unification of the cultural and Social Science. Thousand Oaks, CA: Pine Forge Press.
Roest, H., Pieters, R. (1997).The Nomological Net of Perceived Service Quality. Journal of Service Industry Management, 8(4),336–351.
Rust, R., Zahorik, A., Keiningham, T. (1995).Return on Quality (ROQ): Making Service Quality Financially Accountable.Journal of Marketing, 59(2), 58–70.
Sankoh, A. (1997). Some comments on frequently used multiple endpoint adjustments methods in clinical trials. Statistics in Medicine, 16, 2529-2542.
Saravanan, R., & Rao, K. (2007).Measurement of service quality from the customer’s perspective – An empirical study. Total Quality Management, 18(4) 435-449.
Saunders, M., Thornhill, A. & Lewis, P. (2009). Research methods for business students. London: Financial Times/Prentice Hall.
Sharareh, M., Fauziah, B. (2012). Evaluating the Relationship between Service Quality and Customer Satisfaction in the Australian Car Insurance Industry. International Conference on Economics, Business Innovation IACSIT Press, 38, 219 – 223.
Swan, K. (2001).Virtual interaction: Design factors affecting student satisfaction and perceived learning in asynchronous online courses. Distance Education, 22(2), 306-331.
Torres-Moraga, E., Vásquez, A., & Zamora, J. (2008).Customer satisfaction and loyalty: start with product, culminate with the brand. Journal of Consumer Marketing, 25(5), 302-313.
Uche, C., & Ehikwe, A. (2001).Marketing of the Banking services in Nigeria.Journal of Financial Service Marketing, 6 (2), 133–146.
Udonna, C. (2012).Sustaining Competitive Advantage through Innovative Activities: A Case of Nigeria’s Retail Banking. The University of the West of England.
Vanniarajan, A., Anbazhagan, B., & Hagin, N. (2007).SERVPERF Analysis in Retail Banking. International Marketing Conference on Marketing & Society, 726-734.
Wilson A., Zeithaml, V., Bitner, M., & Gremler, D. (2008). Services Marketing., McGraw-Hill Education, 4(1), 15-16.
Zeithaml, V., Berry, L.,& Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–47.
Zeithaml, V., Bitner, M., & Gremler, D. (2006).Services marketing (4th ed.). McGraw-Hill Publisher.