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

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)

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