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

APPENDIX 13

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. Reliability. Ability to consult customers. Access to services.
(1994)	quality customer service
	in the retail banking sector in
	Australia
Levesque	Find out the determinants of satisfaction	Five SERVQUAL image quality components: Reliability. The response. Service capabilities. Tangible Media. Empathy.	of the	tissue
& McDougall	customer satisfaction in the field
(1996)	retail banks. Article authors
	examine the main determining factors
	customer satisfaction (quality
	service quality, service features,
	complaint settlement and factors
	situations) and intentions
	in the future of banks
	retail.
Ennew &	Research customers at	Three components of banking service quality: Knowledge and advice. Personalization in service delivery. General features of the product Products.
Binko (1996)	Banks in the United Kingdom about
	influence of service quality
	and service characteristics for
	customer retention.

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Author	research content	CLDV . components
Jun & Cai (2001)	With the popular development of e-banking services, the two authors have synthesized the key components that determine the quality of banking services. e- .	Study three aspects: Quality banking products and services. Quality customer service. Online system quality line.
Aldlaigan & Buttle (2002)	The authors develop a new measure of customer service quality perception in the retail banking sector.	Based on Gronroos's FSQ & TSQ model (1984), the authors propose four components to measure customer quality: Service system quality. Service behavior quality. Exact transaction. Machine quality.
Do Tien	Guest satisfaction rating	Based on three models: SERVQUAL, SERVPERF, FSQ & TSQ, the author selects the components affecting the quality of banking services as follows: The tangible. Convenience. Credibility. Service Directory. Customer contact. Service style. Business image. Price.
Draw (2007)	corporate goods for products
	Bank products and services
	HSBC Ho Chi Minh City branch
	Bright.

Author	research content	CLDV . components
Ding Phi	Research to determine the	Using the five components of the tissue
Tiger (2009)	Quantitative assessment of the level	SERVQUAL image but when shipping
	customer satisfaction for	applied to the case study
	lending and depositing services	keep only 20 observed variables.
	savings of the banking system.
Nguyen	Evaluation of service quality and	Using the five components of the tissue
Thi My Dung	customer satisfaction at	SERVQUAL figure. But when luck
(2009)	Joint Stock Commercial Bank for Industry and Trade of Vietnam.	applied to the case study
		then the author retains four components:
		Reliability; Service capabilities;
		Levels of Empathy and Means
		material.
Phan Thi	Rate customer satisfaction	Using the five components of the tissue
Tuyet Oanh	goods at Joint Stock Commercial Bank for Industry and Trade	SERVQUAL figure.
(2011)	Vietnam.
Le Giap	Improve customer satisfaction	Using the five components of the tissue
Japan (2012)	goods for service quality at	SERVQUAL figure.
	Joint Stock Commercial Bank for Industry and Trade of Vietnam
	Ho Chi Minh City branch.

(Source: Dongmei Zhang, 2009; Hoang Hai Yen and Vu Thi Lijiang, 2012 and compiled by the author)