Chất lượng dịch vụ, sự hài lòng và lòng trung thành của khách hàng cá nhân trên địa bàn Thành phố Hồ Chí Minh: Nghiên cứu tại Ngân hàng TNHH một thành viên Shinhan Việt Nam
Nội dung chính của bài viết
Tóm tắt
Nghiên cứu này thực hiện nhằm phân tích mối quan hệ giữa chất lượng dịch vụ, sự hài lòng và lòng trung thành của khách hàng cá nhân tại Ngân hàng TNHH MTV Shinhan Việt Nam trên địa bàn TPHCM (Shinhan); qua đó, đề xuất các hàm ý quản trị nhằm nâng cao chất lượng dịch vụ để tăng sự hài lòng cũng như lòng trung thành của các khách hàng cá nhân đối với Shinhan. Nghiên cứu định tính được thực hiện bằng kỹ thuật phỏng vấn sâu với nhà quản trị tại ngân hàng tại Shinhan để điều chỉnh thang đo và mô hình. Nghiên cứu định lượng được thực hiện bằng cách khảo sát trực tiếp và trực tuyến 450 khách hàng cá nhân có trải nghiệm dịch vụ tại Shinhan. Các kỹ thuật và công cụ được sử dụng kiểm định thang đo, phân tích EFA, CFA, kiểm định SEM bằng phần mềm SPSS và AMOS. Kết quả phân tích mô hình cấu trúc tuyến tính SEM cho thấy, các nhân tố sự đảm bảo, khả năng đáp ứng, mức độ tin cậy, phương tiện hữu hình, khả năng tiếp cận thực sự có ý nghĩa trong việc ảnh hưởng đến sự hài lòng và sự hài lòng có ý nghĩa trong việc tác động đến lòng trung thành của khách hàng cá nhân tại Shinhan.
Chi tiết bài viết
Từ khóa
Chất lượng dịch vụ, Sự hài lòng, Lòng trung thành, Khách hàng cá nhân, Shinhan
Tài liệu tham khảo
Akhtar, J. (2011). Determinants of service quality and their relationship with behavioural outcomes: empirical study of the private commercial banks in Bangladesh. International Journal of Business and Management, 6(11), 146-152.
Akhtar, M.N., Hunjra, A.I., Akbar, S.W., Rehman, K.U, & Niazi, C.S.K. (2011). Relationship between customer satisfaction and service quality of Islamic banks. World Applied Sciences Journal, 13(3), 453-459.
Arasli, H., Katircioğlu, S.T. & Mehtap-Smadi, S. (2005). A comparison of service quality in the banking industry: Some evidence from Turkish-Greek –speaking areas in Cyprus. International Journal of Bank Marketing, 23(7), 508-526.
Aydin, S. & Ozer, G. (2005), The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7), 910-925.
Auka, D.O. (2012). Service quality, satisfaction, perceived value and loyalty among customers in commercial banking in Nakuru Municipality, Kenya. African Journal of Marketing Management, 4(5), 185-203. DOI: 10.5897/AJMM12.033
Bloemer J, Ruyter K., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16(7), 276-286.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Coetzee, J., Van Zyl, H., & Tait, M. (2013). Perceptions of service quality by clients and contact-personnel in the South African retail banking sector. Southern African Business Review, 17(1), 1-22.
Furrer, O., Liu, B.S.Ch., & Sudharshan, D. (2005). The relationship between culture and service quality perceptions. Journal of Service Research 2(4): 355-370.
Famiyeh, S., Darko, D.A., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. Journal of International Journal of Quality Reliability Management, 35(8), 1546-1567. https://doi.org/10.1108/IJQRM-01-2017-0008
Hoq, H.Z., & Amin, M. (2010). The role of customer satisfaction to enhance customer loyalty. African Journal of Business Management, 4(12), 2385-2392.
Hussain, R., Nasser, A.A., & Hussain, Y.K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42(1),167-175.
Izogo, E.E., & Ogba, I.I. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality and Reliability Management, 32 (3), 250-269.
Kanning, R., & Bergmann, D. (2009). The impact of perceived service quality dimensions on customer satisfaction: an empirical study on public sector banks in India. International Journal of Bank Marketing, 35(3). doi: 10.1108/IJBM-04-2016-0051.
Kant, R., & Jaiswal, D. (2017). The Impact of Perceived Service Quality Dimensions on Customer Satisfaction: An Empirical Study on Public Sector Banks in India. International Journal of Bank, 35(3), 411-430. https://doi.org/10.1108/IJBM-04-2016-0051
Kim, H.J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing and Management, 20(6), 619-637.
Kim, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank service quality: comparing Canadian and Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224-246.
Lee, M., & Cunningham, L.F. (2000). A cost/benefit approach to understanding service loyalty. Journal of Services Marketing, 15(2), 113-130.
Lewis, B. R., & Soureli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behaviour, 5(1), 15-31.
Lê Văn Huy và Nguyễn Thị Hà My (2007), Xây dựng mô hình lý thuyết và phương pháp đo lường về chỉ số hài lòng ở Việt Nam, Tạp chí Ngân hàng, 12(6), 5-10.
Makanyeza, C. (2015). Consumer awareness, ethnocentrism and loyalty: An integrative model. Journal of International Consumer Marketing, 27(2), 167-183.
Makanyeza, C. Macheyo, R., & Toit, F. (2016). Perceived product necessity, perceived value, customer satisfaction and affective attitude: An integrative model. Journal of African Business, 17 (1), 69-86.
Makanyeza, C., & Chikazhe, L. (2017). Mediators of the Relationship between Service Quality and Customer Loyalty: Evidence from the Banking Sector in Zimbabwe. International Journal of Bank Marketing, 35(3), 540-556. https://doi.org/10.1108/IJBM-11-2016-0164
Paul, J., Mittal, A., & Srivastav, G. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing, 34(5), 606-22. https://doi.org/10.1108/IJBM-03-2015-0030
Raposo, M., Alves, H., & Duarte, P. (2009). Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index. Service Business 3(1), 85–100.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1991). Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Examination of Organizational Barriers Using an Extended Service Quality Model. Human Resource Management, 30(3), 335-364.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1994), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49(3), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1993). Research Note: More on Improving Service Quality Measurement. Journal of Retailing, 69(1), 140-147. https://doi.org/10.1016/S0022-4359(05)80007-7
Rajeswari, K., & Naser, K. (2011). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146-160.
Reichheld, F., & Sasser, W.E.JR.(1990). Zero Defections: Quality Comes to Services. Harvard Business Review, 68(5),105–111.
Saleem, Z., Rashid, K. (2011). Relationship between customer satisfaction and mobile banking adoption in Pakistan. International Journal of Trade, Economics and Finance, 2(6), 537-544.
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
Tarus, D.K., & Rabach, N. (2013). Determinants of customer loyalty in Kenya: Does corporate image play a moderating role? The TQM Journal, 25(5), 473-491.
Vesel, P., & Zabkar, V. (2009). Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. Journal of Retailing and Consumer Services, 16(5), 396-406.
Wu, YC., Tsai, C.S., Hsiung, H.W., & Chen, K.Y. (2015). Linkage between frontline employee service competence scale and customer perceptions of service quality. Journal of Services Marketing, 29(3), 224-234.
Yılmaz, V., Celik, E.H., & Ekiz, H.E. (2006). Investigation of the Factors Affecting Loyalty to Organization through The Structural Equation Modeling: Example from Private and Public Banks. Anadolu Universitesi Sosyal Bilimler Dergisi, 6(2), 171-184.
Yu, Y., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12(3), 234-250.
Akhtar, M.N., Hunjra, A.I., Akbar, S.W., Rehman, K.U, & Niazi, C.S.K. (2011). Relationship between customer satisfaction and service quality of Islamic banks. World Applied Sciences Journal, 13(3), 453-459.
Arasli, H., Katircioğlu, S.T. & Mehtap-Smadi, S. (2005). A comparison of service quality in the banking industry: Some evidence from Turkish-Greek –speaking areas in Cyprus. International Journal of Bank Marketing, 23(7), 508-526.
Aydin, S. & Ozer, G. (2005), The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7), 910-925.
Auka, D.O. (2012). Service quality, satisfaction, perceived value and loyalty among customers in commercial banking in Nakuru Municipality, Kenya. African Journal of Marketing Management, 4(5), 185-203. DOI: 10.5897/AJMM12.033
Bloemer J, Ruyter K., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16(7), 276-286.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Coetzee, J., Van Zyl, H., & Tait, M. (2013). Perceptions of service quality by clients and contact-personnel in the South African retail banking sector. Southern African Business Review, 17(1), 1-22.
Furrer, O., Liu, B.S.Ch., & Sudharshan, D. (2005). The relationship between culture and service quality perceptions. Journal of Service Research 2(4): 355-370.
Famiyeh, S., Darko, D.A., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. Journal of International Journal of Quality Reliability Management, 35(8), 1546-1567. https://doi.org/10.1108/IJQRM-01-2017-0008
Hoq, H.Z., & Amin, M. (2010). The role of customer satisfaction to enhance customer loyalty. African Journal of Business Management, 4(12), 2385-2392.
Hussain, R., Nasser, A.A., & Hussain, Y.K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42(1),167-175.
Izogo, E.E., & Ogba, I.I. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality and Reliability Management, 32 (3), 250-269.
Kanning, R., & Bergmann, D. (2009). The impact of perceived service quality dimensions on customer satisfaction: an empirical study on public sector banks in India. International Journal of Bank Marketing, 35(3). doi: 10.1108/IJBM-04-2016-0051.
Kant, R., & Jaiswal, D. (2017). The Impact of Perceived Service Quality Dimensions on Customer Satisfaction: An Empirical Study on Public Sector Banks in India. International Journal of Bank, 35(3), 411-430. https://doi.org/10.1108/IJBM-04-2016-0051
Kim, H.J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing and Management, 20(6), 619-637.
Kim, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank service quality: comparing Canadian and Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224-246.
Lee, M., & Cunningham, L.F. (2000). A cost/benefit approach to understanding service loyalty. Journal of Services Marketing, 15(2), 113-130.
Lewis, B. R., & Soureli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behaviour, 5(1), 15-31.
Lê Văn Huy và Nguyễn Thị Hà My (2007), Xây dựng mô hình lý thuyết và phương pháp đo lường về chỉ số hài lòng ở Việt Nam, Tạp chí Ngân hàng, 12(6), 5-10.
Makanyeza, C. (2015). Consumer awareness, ethnocentrism and loyalty: An integrative model. Journal of International Consumer Marketing, 27(2), 167-183.
Makanyeza, C. Macheyo, R., & Toit, F. (2016). Perceived product necessity, perceived value, customer satisfaction and affective attitude: An integrative model. Journal of African Business, 17 (1), 69-86.
Makanyeza, C., & Chikazhe, L. (2017). Mediators of the Relationship between Service Quality and Customer Loyalty: Evidence from the Banking Sector in Zimbabwe. International Journal of Bank Marketing, 35(3), 540-556. https://doi.org/10.1108/IJBM-11-2016-0164
Paul, J., Mittal, A., & Srivastav, G. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing, 34(5), 606-22. https://doi.org/10.1108/IJBM-03-2015-0030
Raposo, M., Alves, H., & Duarte, P. (2009). Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index. Service Business 3(1), 85–100.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1991). Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Examination of Organizational Barriers Using an Extended Service Quality Model. Human Resource Management, 30(3), 335-364.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1994), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49(3), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1993). Research Note: More on Improving Service Quality Measurement. Journal of Retailing, 69(1), 140-147. https://doi.org/10.1016/S0022-4359(05)80007-7
Rajeswari, K., & Naser, K. (2011). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146-160.
Reichheld, F., & Sasser, W.E.JR.(1990). Zero Defections: Quality Comes to Services. Harvard Business Review, 68(5),105–111.
Saleem, Z., Rashid, K. (2011). Relationship between customer satisfaction and mobile banking adoption in Pakistan. International Journal of Trade, Economics and Finance, 2(6), 537-544.
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
Tarus, D.K., & Rabach, N. (2013). Determinants of customer loyalty in Kenya: Does corporate image play a moderating role? The TQM Journal, 25(5), 473-491.
Vesel, P., & Zabkar, V. (2009). Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. Journal of Retailing and Consumer Services, 16(5), 396-406.
Wu, YC., Tsai, C.S., Hsiung, H.W., & Chen, K.Y. (2015). Linkage between frontline employee service competence scale and customer perceptions of service quality. Journal of Services Marketing, 29(3), 224-234.
Yılmaz, V., Celik, E.H., & Ekiz, H.E. (2006). Investigation of the Factors Affecting Loyalty to Organization through The Structural Equation Modeling: Example from Private and Public Banks. Anadolu Universitesi Sosyal Bilimler Dergisi, 6(2), 171-184.
Yu, Y., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12(3), 234-250.
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