Earticle

초록

영어

This study contributes to the literature by considering a model for testing the quality of deposit services in the banking industry. The results indicating support for the hypotheses suggest that the five SERQUAL factors can be used to test banking services based on the whole system. Previous studies have shown that satisfying customers is not enough to retain them because even satisfied customers may defect at a high rate in many industries. Vietnam is a developing economy, and its banking sector has wide geographic reach catering to needs of a diverse range of customers. In this regard, the Vietnamese context offers a good opportunity for examining the issue of banking quality. Most customers have difficulty in understanding the complex nature of financial products and thus tend to focus on brand names, which are generally built on quality services.

목차

Abstract
 1. Introduction
 2. A Literature Review
 3. Methodology
 4. Results
  4.1. The Respondent Profile
  4.2 Reliability
  4.3 Results for Hypotheses
 5. Conclusions
 ACKNOWLEDGEMENTS
 References

키워드

저자

• Tran Van Quyet [ Thai Nguyen University of Economic and Business Administration, Tan Thinh Ward, Thai Nguyen City, Vietnam ]
• Nguyen Quang Vinh [ Dai Nam University, 56 Vu Trong Phung St. Thanh Xuan, Hanoi, Vietnam ]
• Taikoo Chang [ Dept of Economics, Daegu University, 201 Daegudaero, Chinryangup, Kyungsansi, Kyungbuk, 712-714, Rep. of Korea ] Corresponding Author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  International Journal of u- and e- Service, Science and Technology

• 간기

  격월간

• pISSN

  2005-4246

• 수록기간

  2008~2016

• 십진분류

  KDC 505 DDC 605