Service quality affecting customers’ satisfaction and loyalty: a case study of commercial banks

Phan Dang Ngoc Yen Van, Lac Hong University (LHU), International
Nguyen Thi Bich Thuy, Lac Hong University (LHU), International
Economics, 10 Huynh Van Nghe, Buu Long ward, Bien Hoa City, Dong Nai
province, Vietnam

The focus on retail activities has become a trend in recent years, with domestic and international joint-stock commercial banks and alliances and fintech companies competing vigorously in the retail segment. It is a development strategy of many banks to diversify revenue sources, minimize operational risks, and achieve optimal business efficiency. Therefore, the authors surveyed 600 customers related to service quality from January 2020 to July 2020. The research results showed that five factors affect customers' satisfaction based on service quality. Research results are crucial scientific evidence for bank service managers to improve the service quality of commercial banks.

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