Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 17 thumb

Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 17

APPENDIX 13 SOME RESEARCH ON THE COMPONENT OF SERVICE QUALITY IN THE BANKING SECTOR Author research content CLDV . components Avkiran Develop a tool to measure Four components and seventeen observed variables are based on the SERVQUAL model, also known as the BANKSERV model: Employee behavior. ...

Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 16 thumb

Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 16

- Evaluation of service quality of SCB : ANOVA   Sum of Squares DF Mean Square F Sig. Conclude TC1S Between Groups 1.103 3 .368 .512 .674 There is no difference   Within Groups 165.243 230 .718         Total 166,346 233         TC2S Between Groups 4.143 3 1.381 1,784 .151 There is no ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 15

- Evaluation of service quality of SCB : Group Statistics SEX WOMEN Mean Std. Deviation Std. Error Mean Sig. (2-tailed) Conclude TC1S Female Male 129 105 3.5814 3.4571 .86329 .82075 .07601 .08010 .264 .262 There is no difference TC2S Female Male 129 105 3.6899 3.5714 .83665 .93908 .07366 ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 14

SU THANH MAN KHACH HANG Hypothesis testing of the model Hypothesis Content Regression impact coefficient Sig. ( Testing result H1 The trust component is positively correlated with customer satisfaction. 0.119 0.014 Acceptance H2 The responsive component is positively correlated with customer ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 13

APPENDIX 7 Testing the scale through Cronbach's alpha coefficient TRUST Reliability Statistics Cronbach's Alpha N of Items .941 6 Item-Total Statistics   Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbach's Alpha if Item Deleted TC1S 17.6026 15,185 ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 12

HOW MUCH BANK YOU TRANSACTION WITH   Frequency Percent Valid Percent Cumulative Percent   1-2 banks 107 45.7 45.7 45.7   3-4 banks 122 52.1 52.1 97.9 Valid 5-6 banks 4 1.7 1.7 99.6   7-8 banks first .4 .4 100.0   Total 234 100.0 100.0   YOUR CAREER ONLY   Frequency Percent Valid Percent ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 11

APPENDIX 3 SURVEY OF SERVICE QUALITY AT BRANCHS, TRANSACTIONS, SAIGON COMMERCIAL SECTOR FUND IN HCMC Hello Customers, First of all, I would like to send my best wishes to you. I am a graduate student of Course 20 – University of Economics Ho Chi Minh City. I am currently doing a graduate thesis ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 10

Firstly, the transaction attire of SCB is currently not synchronized. The current uniform is the uniform of all three banks before the consolidation and the uniform is too old. This makes customers feel that the bank’s transaction activities are unprofessional, unattractive and confusing for ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 9

In short, SCB’s products and services that are good, meet and satisfy the needs of customers will help SCB maintain the number of old customers and attract new customers from the old customers and this process continues. The show will help SCB build a solid and loyal customer base – this is an ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 8

–  About SCB’s service quality assessment : Independent Sample T-Test for 34 observed variables of 5 service quality components between two individual and corporate customers. The majority of corporate customers have a higher assessment of service quality in 29 statistically significant ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 7

In terms of products and services, savings and term deposits are used the most by customers (94.9%), followed by payment deposits (63.7%), ATM cards (42). .3%), Ebanking service (40.6%), domestic money transfer service (26.9%), international money transfer service (12%), bill payment service ( ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 6

Deploying money transfer services up to 140 foreign currencies, transferring money by bank drafts, consulting on setting up export documents, etc. to meet the diverse needs of customers. Officially becoming the first level agent of Western Union Remittance Company, marking an important development ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 5

Finally, for customer satisfaction studies in the banking sector, Grönross’s model of technical quality and skill quality is more reasonable (Lassar et al, 1998). However, this study does not consider the corporate image factor, so this model is not used. Oliver’s Perception-Perception model ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 4

Thus, customer satisfaction is the customer’s perception of the quality of banking services. If customers perceive service quality at a good, very good level, customers will feel satisfied. On the contrary, if the customer’s perception of service quality is not good, on average, customers feel ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 3

Card service: is a multi-utility banking service born on a new technology platform. Card is considered a non-cash payment method, issued by banks and financial institutions that cardholders can use to pay for goods and services, transfer money, ask questions. balance or withdraw cash and countless ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 2

CHAPTER 1: THEORETICAL BASIS ON SERVICE QUALITY AND CUSTOMER SATISFACTION AT COMMERCIAL BANK 1.6. Theoretical foundations of banking services 1.6.1. The concept and characteristics of the service 1.6.1.1. Service concept Service is a common concept. There are many service concepts as follows: ...

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Evaluation of customer satisfaction for service quality at Saigon Commercial Joint Stock Bank after consolidation - 1

MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMIC HO CHI MINH CITY TRAN THI THANH THAO ASSESSMENT OF CUSTOMERS SATISFIED WITH SERVICE QUALITY AT SAI GON COMMERCIAL BANK AFTER MERGING Specialization: Finance – Banking Code: 60340201 MASTER THESIS OF ECONOMY SCIENCE INSTRUCTOR: Prof. Dr. ...

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