Influencing Factors of the International Payment Service Quality at Joint Stock Commercial Bank for Investment and Development of Vietnam

• 발행기관: 한국유통과학회
• 저자명: Thi-Thu TRAN Thi Quynh-Anh NGO Thi Ngoc-Anh CUNG Thi-Giang NGUYEN Dang-Duong VU Phi-Hung NGUYEN Jung-Fa TSA
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 7 No.10, 241~254쪽, 전체 14쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2020.10.30

영문 초록

International payment is an essential part of the economy, which is beneficial to both commercial banks and trading enterprises. Moreover, service quality, which has been a key point of discussion for decades, relates to customer satisfaction. This study aims to investigate the factors influencing international payment service quality at the Join Stock Commercial Bank for Investment and Development of Vietnam (BIDV) from 2015 through 2019. This research deploys both quantitative and qualitative methods to discuss the effects of these components. Statistical data was examined through different tests, including reliability analysis, correlation, and regression analysis by SPSS 16.0. The authors obtain and analyze 157 valid responses from customer surveys, then by applying an integration SERVPERF and PSQM model, identify five main components: Reliability, Tangibles, Assurance, Convenience, and Responsiveness, which explain how the customer perceives the service quality of international payment activities at BIDV. The results show that these five factors have a positive relationship with service quality, in which, Reliability has the most significant impacts on service quality level. Besides, the findings not only contribute to the literature but also give some practical implications for BIDV to improve its international payment service quality and help them to obtain customer satisfaction in the fast-changing environment.

목차

1. Introduction

2. Literature Review

3. Methodology

4. Research Analysis and Results

5. Findings and Discussions

6. Conclusion

References

키워드

Service Quality International Payment BIDV SERVPERF SERVQUAL