Customer Satisfaction towards ATM Services

• 발행기관: 한국유통과학회
• 저자명: Ha Nam Khanh Giao
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 6 No.1, 141~148쪽, 전체 8쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2019.01.31

영문 초록

This research proposes a model of SERVQUAL scale calibration and uses the SERVPERF model to study the relationship between quality of ATM service and customer satisfaction. The research uses the combination of qualitative and quantitative methodology with the Cronbach’s alpha reliability analysis, Exploratory Factor Analysis (EFA) method; Confirmation Factor Analysis (CFA) and Structural Equation Modeling (SEM) through SPSS and AMOS 20.0 data analysis software. The survey was conducted with 800 questionnaires with the convenient sampling method. The number of remaining sample for analysis was 779 responses of individual customers using ATM card services of Bank for Foreign Trade of Vietnam (Vietcombank) Vinh Long. The results show that the satisfaction of customers using ATM cards of Vietcombank Vinh Long is influenced by 4 factors with the order of importance as follows: (1) Price; (2) Network; (3) Reliability; (4) Empathy. Thereby, the author suggests some managerial implications to Vietcombank Vinh Long management to enhance the ATM service quality, then improve customer satisfaction. This research still has some limitations: (1) The study does not investigate other influencing factors, (2) The convenient sampling method has not been generalized well, (3) The research is only conducted for Vietcombank.

목차

1. Introduction

2. Literature Review

3. Research Results

4. Managerial Implication and Limitations

5. Conclusions

References

키워드

Satisfaction Sericve Quality ATM Service Vietcombank Vinh Long Vietnam Structural Equation Modeling