Factors affecting customer loyalty to international payment services at Asia Commercial Joint Stock Bank

 Timely update when there are changes in SWIFT codes of banks on the TCBS system of KPP staff, to help provide accurate information to customers.

 It is recommended to integrate some utilities for checking information about the bank network, information about embargoes and information about IBAN numbers on the same TCBS system so that professional staff can search for information more easily and quickly, without having to waste time opening too many programs at the same time.

CONCLUSION OF CHAPTER 4

Maybe you are interested!

Based on the survey results and analysis presented in Chapter 3, the topic proposes eight groups of solutions and recommendations to support the maintenance and enhancement of customer loyalty for international payment services at ACB. The solutions all originate from the study of limitations and shortcomings in the practice of international payment services in particular and banking services in general, thereby contributing to the improvement of ACB's international payment activities and increasing customer loyalty.

CONCLUDE

The trend of international economic integration opens up many opportunities for banks to cooperate internationally, access and learn modern technology and management experience, but it also poses many challenges for Vietnamese banks when they have to deal with strong competition not only with domestic banks but also with foreign banks. In that context, in order to maintain their position and gain market share, maintaining customer loyalty is a top goal that banks aim for, specifically in each service sector in particular and in banking activities in general.

The topic “Factors affecting customer loyalty to international payment services at Asia Commercial Joint Stock Bank” has raised theoretical issues about customer loyalty and factors affecting loyalty. From there, it is applied to research on loyalty to international payment services at ACB.

In addition, the topic analyzed and evaluated the current status of ACB's business and international payment activities in recent years, and pointed out limitations and causes.

Next, the topic conducted qualitative and quantitative research through a survey of customers who have used and are using ACB's international payment services. From there, the topic built a model of factors affecting customer loyalty using ACB's international payment services. The regression results showed that, of the 10 factors presented, customer loyalty is influenced by 8 factors: Satisfaction, Switching costs, Brand reputation, Perceived value, Convenience, Trust, Responsiveness and Assurance. However, due to the small number of research samples n = 200 and the survey only in Ho Chi Minh City, the research results are not very generalizable. Therefore, in the next research, it is necessary to conduct sampling on a larger number and a wider scope so that the research topic is more generalizable and easily applied thoroughly in practice.

Based on the research results, the author proposes some specific solutions to meet the goal of improving customer loyalty to develop ACB's international payment services in the future.

With limited knowledge and research time, the thesis certainly has many shortcomings. Therefore, the author hopes to receive the attention, help, and valuable comments from teachers to make the thesis more complete.

Thank you very much!

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