3. Below, the author lists in detail the factors affecting the quality of commercial banking services adjusted from your comments. Please indicate your level of agreement with each of the following statements. Please mark (x) your choice, each statement has only 01 choice with the following levels:
1
2 | 3 | 4 | 5 | |
Totally disagree | Disagree | Moderate | Agree | Totally agree |
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1
Reliability (Rel) | Level of agreement | |||||
1.1 | Do you feel secure when using services at the bank? | (1) | (2) | (3) | (4) | (5) |
1.2 | Bank employees perform transactions accurately and without error. | (1) | (2) | (3) | (4) | (5) |
1.3 | Banks always provide services at the exact time they have committed to their customers. | (1) | (2) | (3) | (4) | (5) |
1.4 | The bank has a high reputation among customers. | (1) | (2) | (3) | (4) | (5) |
2 | Empathy (Emp) | Level of agreement | ||||
2.1 | Bank staff always build good relationships and meet customers' needs. | (1) | (2) | (3) | (4) | (5) |
2.2 | Bank staff are always enthusiastic and friendly with customers. | (1) | (2) | (3) | (4) | (5) |
2.3 | Bank staff always serve all customers fairly and wholeheartedly. | (1) | (2) | (3) | (4) | (5) |
2.4 | The bank always asks, congratulates, and gives gifts to customers on major holidays of the year. | (1) | (2) | (3) | (4) | (5) |
3 | Responsiveness (Res) | Level of agreement | ||||
3.1 | The bank always satisfactorily resolves all difficulties, questions and complaints of customers. | (1) | (2) | (3) | (4) | (5) |
3.2 | Customer waiting time for transaction is less than 5 minutes at the Bank | (1) | (2) | (3) | (4) | (5) |
3.3 | Simple, fast and efficient transaction procedures and processes at the Bank | (1) | (2) | (3) | (4) | (5) |
3.4 | The bank always has a hotline to serve customers. | (1) | (2) | (3) | (4) | (5) |
4 | Service Capacity (Com) | Level of agreement | ||||
4.1 | Employees handle transactions correctly, quickly and efficiently at the bank. | (1) | (2) | (3) | (4) | (5) |
4.2
Knowledgeable and competent bank staff Expertise to advise and answer customer questions | (1) | (2) | (3) | (4) | (5) | |
4.3 | Bank staff are always polite, attentive and friendly to customers. | (1) | (2) | (3) | (4) | (5) |
4.4 | Bank staff always keep customer information confidential and have good professional ethics. | (1) | (2) | (3) | (4) | (5) |
5 | Tangibles (Tan) | Level of agreement | ||||
5.1 | The bank has a spacious headquarters, convenient for customers to come and do transactions. | (1) | (2) | (3) | (4) | (5) |
5.2 | The bank has a system of modern equipment and machinery. | (1) | (2) | (3) | (4) | (5) |
5.3 | Papers, forms, and vouchers used in banking transactions are designed to be simple. simple, clear and easy to implement | (1) | (2) | (3) | (4) | (5) |
5.4 | Bank staff have a very professional demeanor and dress neatly and politely when communicating with customers. | (1) | (2) | (3) | (4) | (5) |
6 | Crisis (Cri) | Level of agreement | ||||
6.1 | Customers have changed their behavior when using banking services. | (1) | (2) | (3) | (4) | (5) |
6.2 | Customers have used e-banking services more | (1) | (2) | (3) | (4) | (5) |
6.3 | The bank constantly develops diverse products and services by applying high technology. | (1) | (2) | (3) | (4) | (5) |
7 | Technology (Tec) | Level of agreement | ||||
7.1 | Customers can be completely assured of the bank's confidentiality, safety and network security. | (1) | (2) | (3) | (4) | (5) |
7.2 | Customers are completely satisfied with new products/services when applying technology. | (1) | (2) | (3) | (4) | (5) |
7.3 | Customers are completely satisfied with the bank's modern infrastructure and technology system. | (1) | (2) | (3) | (4) | (5) |
7.4 | Customers can feel secure when using online services at banks. | (1) | (2) | (3) | (4) | (5) |
7.5 | Customers are satisfied with the bank's products that can be integrated with many ancillary products and services. | (1) | (2) | (3) | (4) | (5) |
8 | Management capacity (Man) | Level of agreement | ||||
8.1 | Customers are satisfied with the bank's quality human resources. | (1) | (2) | (3) | (4) | (5) |
8.2 | Customers are satisfied with the staff | (1) | (2) | (3) | (4) | (5) |
professional in both skills and specialized knowledge | ||||||
8.3 | Customers always receive the best attention and service from bank staff in the 4.0 era. | (1) | (2) | (3) | (4) | (5) |
8.4 | Customers feel satisfied with the knowledge, skills and attitudes of staff when face-to-face or telephone contact | (1) | (2) | (3) | (4) | (5) |
9 | Commercial Banking Services (CBS) | Level of agreement | ||||
9.1 | The crisis factor completely affects banking services. | (1) | (2) | (3) | (4) | (5) |
9.2 | Technology factors completely affect banking services. | (1) | (2) | (3) | (4) | (5) |
9.3 | The factor of management capacity completely affects banking services. | (1) | (2) | (3) | (4) | (5) |
10 | Banking Service Quality (BSQ) | Level of agreement | ||||
10.1 | In general, do you appreciate the quality of service at the bank? | (1) | (2) | (3) | (4) | (5) |
10.2 | Will you recommend banking services to your friends and relatives in the future? | (1) | (2) | (3) | (4) | (5) |
10.3 | Will you continue to use banking services in the future? | (1) | (2) | (3) | (4) | (5) |
10.4 | Overall, how do you rate the banking services? | (1) | (2) | (3) | (4) | (5) |
4. DETAILED RESULTS OF FACTORS AFFECTING THE QUALITY OF COMMERCIAL BANKING SERVICES FROM 30 MANAGERS
1
2 | 3 | 4 | 5 | |
Absolutely not. Agree | Disagree | Central content | Agree | Completely Agree |
1
Reliability (Rel) | Level of agreement (%) (1) (2) (3) (4) (5) | |||||
1.1 | Do you feel secure when using services at the bank? | 0.0 | 3.3 | 0.0 | 96.7 | 0.0 |
1.2 | Bank employees perform transactions accurately and without error. | 0.0 | 3.3 | 0.0 | 93.3 | 3.4 |
1.3 | Banks always provide services at the exact time they have committed to their customers. | 0.0 | 3.3 | 0.0 | 93.3 | 3.4 |
1.4 | The bank has a high reputation among customers. | 0.0 | 3.3 | 0.0 | 93.3 | 3.3 |
2 | Empathy (Emp) | Level of agreement (%) | ||||
2.1 | Bank staff always build good relationships and meet customers' needs. | 0.0 | 6.7 | 0.0 | 93.3 | 0.0 |
2.2 | Bank staff are always enthusiastic and friendly with customers. | 0.0 | 0.0 | 6.7 | 76.7 | 17.6 |
2.3 | Bank staff always serve all customers fairly and wholeheartedly. | 0.0 | 10.0 | 0.0 | 86.7 | 3.3 |
2.4 | The bank always asks, congratulates, and gives gifts for customers on major holidays of the year | 0.0 | 0.0 | 0.0 | 66.7 | 33.3 |
3 | Responsiveness (Res) | Level of agreement (%) | ||||
3.1 | The bank always satisfactorily resolves all difficulties, questions and complaints of customers. | 0.0 | 3.3 | 0.0 | 93.3 | 3.4 |
3.2 | Customer waiting time for transaction is less than 5 minutes at the Bank | 0.0 | 3.3 | 0.0 | 93.3 | 3.4 |
3.3 | Simple, fast and efficient transaction procedures and processes at the Bank | 0.0 | 0.0 | 0.0 | 96.7 | 3.3 |
3.4 | The bank always has a hotline to serve customers. | 0.0 | 13.3 | 0.0 | 80.0 | 6.7 |
4 | Service Capacity (Com) | Level of agreement (%) | ||||
4.1 | Employees handle transactions correctly, quickly and efficiently at the bank. | 0.0 | 6.7 | 0.0 | 93.3 | 0.0 |
4.2
Bank staff have the knowledge and expertise to advise and answer questions. customer questions | 0.0 | 6.7 | 0.0 | 93.3 | 0.0 | |
4.3 | Bank staff are always polite, attentive and friendly to customers. | 0.0 | 0.0 | 6.7 | 76.7 | 16.7 |
4.4 | Bank staff always keep good confidentiality customer information and good professional ethics | 0.0 | 0.0 | 10.0 | 60.0 | 30.0 |
5 | Tangibles (Tan) | Level of agreement (%) | ||||
5.1 | The bank has a spacious headquarters, convenient for customers to come and do transactions. | 0.0 | 3.3 | 0.0 | 83.3 | 13.4 |
5.2 | The bank has a system of modern equipment and machinery. | 0.0 | 6.7 | 0.0 | 86.7 | 6.6 |
5.3 | Documents, forms, vouchers used in the Banking transactions are designed to be simple, clear and easy to perform. | 0.0 | 0.0 | 6.7 | 76.7 | 16.6 |
5.4 | Bank staff have a very professional demeanor and dress neatly and politely when communicating with customers. | 0.0 | 0.0 | 0.0 | 96.7 | 3.3 |
6 | Crisis (Cri) | Level of agreement (%) | ||||
6.1 | Customers have changed their behavior when using banking services. | 0.0 | 0.0 | 0.0 | 80.0 | 20.0 |
6.2 | Customers have used e-banking services more | 0.0 | 6.7 | 0.0 | 73.3 | 20.0 |
6.3 | The bank constantly develops diverse products and services by applying high technology. | 0.0 | 10.0 | 0.0 | 66.7 | 23.3 |
7 | Technology (Tec) | Level of agreement (%) | ||||
7.1 | Customers can be completely assured about the security. banking privacy, safety and security | 0.0 | 0.0 | 0.0 | 66.7 | 33.3 |
7.2 | Customers are completely satisfied with the new products/services when applying technology | 0.0 | 6.7 | 0.0 | 80.0 | 13.3 |
7.3 | Customers are completely satisfied with the infrastructure and modern technology system of bank | 0.0 | 10.0 | 0.0 | 73.3 | 16.7 |
7.4 | Customers can feel secure when using online services at banks. | 0.0 | 0.0 | 0.0 | 66.7 | 33.3 |
7.5 | Customers are satisfied with our products. Banks can integrate with many ancillary products and services. | 0.0 | 0.0 | 0.0 | 66.7 | 33.3 |
8
Management capacity (Man) | Level of agreement (%) | |||||
8.1 | Customers are satisfied with the bank's quality human resources. | 0.0 | 3.3 | 0.0 | 93.3 | 3.4 |
8.2 | Customers are satisfied with the professional staff in both skills and knowledge. in-depth knowledge | 0.0 | 3.3 | 0.0 | 93.3 | 3.4 |
8.3 | Customers always receive the best attention and service from bank staff. goods in the 4.0 era | 0.0 | 0.0 | 0.0 | 96.7 | 3.3 |
8.4 | Customers feel satisfied with the knowledge, skills and attitudes of the staff. members in person or by phone | 0.0 | 0.0 | 0.0 | 93.3 | 6.7 |
9 | Commercial Banking Services (CBS) | Level of agreement (%) | ||||
9.1 | The crisis factor completely affects banking services. | 0.0 | 6.7 | 0.0 | 83.3 | 10.0 |
9.2 | Technology factors completely affect banking services. | 0.0 | 20.0 | 0.0 | 76.7 | 3.3 |
9.3 | The factor of management capacity completely affects banking services. | 3.3 | 10.0 | 0.0 | 73.3 | 13.4 |
10 | Banking Service Quality (BSQ) | Level of agreement (%) | ||||
10.1 | In general, do you appreciate the quality of service at the bank? | 0.0 | 0.0 | 3.3 | 80.0 | 16.7 |
10.2 | Will you recommend banking services to your friends and relatives in the future? | 0.0 | 0.0 | 6.7 | 80.0 | 13.3 |
10.3 | Will you continue to use banking services in the future? | 0.0 | 0.0 | 0.0 | 96.7 | 3.3 |
10.4 | Overall, how do you rate the banking services? | 0.0 | 3.3 | 0.0 | 96.7 | 0.0 |
FREQUENCY AND PERFORMANCE STATISTICS OF 30 MANAGERS
Rel1
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Disagree | 1 | 3.3 | 3.3 | 3.3 | |
Valid | Agree | 29 | 96.7 | 96.7 | 100.0 |
Total | 30 | 100.0 | 100.0 |
Rel2
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Disagree | 1 | 3.3 | 3.3 | 3.3 | |
Valid | Agree | 28 | 93.3 | 93.3 | 96.7 |
Totally agree | 1 | 3.3 | 3.3 | 100.0 | |
Total | 30 | 100.0 | 100.0 |
Rel3
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Disagree | 1 | 3.3 | 3.3 | 3.3 | |
Valid | Agree | 28 | 93.3 | 93.3 | 96.7 |
Totally agree | 1 | 3.3 | 3.3 | 100.0 | |
Total | 30 | 100.0 | 100.0 |
Rel4
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Disagree | 1 | 3.3 | 3.3 | 3.3 | |
Valid | Agree | 28 | 93.3 | 93.3 | 96.7 |
Totally agree | 1 | 3.3 | 3.3 | 100.0 | |
Total | 30 | 100.0 | 100.0 |
Emp1
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Disagree | 2 | 6.7 | 6.7 | 6.7 | |
Valid | Agree | 28 | 93.3 | 93.3 | 100.0 |
Total | 30 | 100.0 | 100.0 |
Emp2
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Moderate (no opinion) ants) | 2 | 6.7 | 6.7 | 6.7 | |
Valid | Agree | 23 | 76.7 | 76.7 | 83.3 |
Totally agree | 5 | 16.7 | 16.7 | 100.0 | |
Total | 30 | 100.0 | 100.0 | ||
Emp3
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Disagree | 3 | 10.0 | 10.0 | 10.0 | |
Valid | Agree | 26 | 86.7 | 86.7 | 96.7 |
Totally agree | 1 | 3.3 | 3.3 | 100.0 | |
Total | 30 | 100.0 | 100.0 |
Emp4
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Agree | 20 | 66.7 | 66.7 | 66.7 | |
Valid | Totally agree | 10 | 33.3 | 33.3 | 100.0 |
Total | 30 | 100.0 | 100.0 |