0099 the service quality factors affecting customer satisfaction in transfers and payments at asia commercial bank joint stock in ho chi minh city 2021

MINISTRY OF EDUCATION AND TRAINING THE STATE BANK OF VIETNAM BANKING UNIVERSITY OF HO CHI MINH CITY oo0oo LE HUY THONG THE SERVICE QUALITY FACTORS AFFECTING CUSTOMER SATISFACTION IN TRANSFERS AND PAYM[.]

MINISTRY OF EDUCATION AND TRAINING THE STATE BANK OF VIETNAM BANKING UNIVERSITY OF HO CHI MINH CITY -oo0oo LE HUY THONG THE SERVICE QUALITY FACTORS AFFECTING CUSTOMER SATISFACTION IN TRANSFERS AND PAYMENTS AT ASIA COMMERCIAL BANK JOINT STOCK IN HO CHI MINH CITY GRADUATION THESIS BUSINESS ADMINISTRATION MAJOR CODE: 7340101 HO CHI MINH CITY, 2021 SCIENCE INSTRUCTOR PhD BUI DUC SINH HO CHI MINH CITY, 2021 MINISTRY OF EDUCATION AND TRAINING THE STATE BANK OF VIETNAM BANKING UNIVERSITY OF HO CHI MINH CITY -oo0oo LE HUY THONG THE SERVICE QUALITY FACTORS AFFECTING CUSTOMER SATISFACTION IN TRANSFERS AND PAYMENTS AT ASIA COMMERCIAL BANK JOINT STOCK IN HO CHI MINH CITY GRADUATION THESIS BUSINESS ADMINISTRATION MAJOR CODE: 7340101 SCIENCE INSTRUCTOR PhD BUI DUC SINH ACKNOWLEDGEMENT I would like to spend the most gorgeous words to teachers at Banking University, who taught and gave me useful and valuable knowledge for my confidence to make this thesis Especially, sincere thanks to my science instructor – Ph.D Bui Duc Sinh, for instructing and heartlessly giving me to complete this Although he is really busy with a lot of work, he still receives and spends his time accompanying me throughout the course of this thesis Besides, he shows me about limitations and disadvantages I have to avoid to take the thesis to a beautiful result I would also like to express my deep gratitude to the Board of Directors at Asia Commercial Bank for creating opportunities for me in order to experience and study during my course Because of time limits, my thesis cannot avoid shortcomings Thereby, I really look forward to receiving the offerings from judges and readers to make my thesis more perfect Sincerely thank you! II | P a g e PLEDGE The thesis with the topic “The service quality factors affecting customer satisfaction in transfers and payments at Asia Commercial Bank Joint Stock in Ho Chi Minh City” of the author’s research results The research is truthful in which there is no previously published content or content made by others except sufficient citations or source citations in the thesis The information and data used in the research processes are collected by the author from various sources, which is completely truthful and clearly cited in the references The author is solely responsible for the content of his research Ho Chi Minh City, 22th June 2021 Author Le Huy Thong V|Page ABSTRACT The thesis with the topic “The service quality factors affecting customer satisfaction in transfers and payments at Asia Commercial Bank Joint Stock in Ho Chi Minh City” implemented to define the components affecting customer satisfaction and measure impacted level on the factors with 277 samples which customers have been using service at ACB in Ho Chi Minh city The study uses both of methodologies (qualitative and quantitative analysis) The qualitative analysis surveyed 30 random customers with a particular time shows in the content part to undervest the clear in each sentence, content to understanding the terms in the questionnaire The quantitative research with independent observed variables correlates together and with a dependent variable (SAT) The collected data used for evaluating the scale through Cronbach’s alpha, EFA, regression, correlation, and so on in the research model The thesis includes main parts: First, the topic introduces situations and makes the scale based on the model of Parasuraman (1985) named SERVQUAL with some background in the service sector or refers to research buildings of the author in Vietnam and abroad Second, the result of variables in the research model impacting on customer satisfaction at ACB in HCMC Besides, the results after evaluating the measurement such as Cronbach’s alpha, EFA, regression, correlation, and so on Finally, pointing out the limitations, administrative implications and resolves for the next research directions Thereby, bring it into ACB to operate in reality LIST OF ACRONYMS ABBREVIATION ORIGINAL ACB Asia Commercial Bank SERVQUAL The service quality model REL Reliability RES Responsiveness AS Assurance TAN Tangibles EM Empathy PRI Price HCMC Ho Chi Minh city EFA Exploratory Factor Analysis ANOVA Analysis Of Variance PO Payment order JDI Job decrective index LIST OF TABLE Table 3.1 Research time plan 19 Table 3.2 The Scale of reliability 26 Table 3.3 The Scale of responsiveness 26 Table 3.4 The Scale of assurance 28 Table 3.5 The Scale of empathy 28 Table 3.6 The Scale of tangible 29 Table 3.7 The Scale of price 29 Table 3.8 The final scale 31 Table 3.9 The data of quantitative research 34 Table 3.10 The scale of customer satisfaction with ACB's service 39 Table 4.1: The descriptive statistical data of gender 40 Table 4.2: Cronbach’s Alpha of the reliability scale 42 Table 4.3: Cronbach’s Alpha of the responsiveness scale 43 Table 4.4: Cronbach’s Alpha of the assurance scale 44 Table 4.5: Cronbach’s Alpha of the empathy scale 44 Table 4.6: Cronbach’s Alpha of the tangible scale 45 Table 4.7: Cronbach’s Alpha of the price scale 45 Table 4.8: Item-total coefficient in satisfaction components 46 Table 4.9: The Coefficient of general customer satisfaction 47 Table 4.10: KMO and Bartlett’s test 48 Table 4.11: Rotated Component Matrixa 49 Table 4.13: Principal Component 51 Table 4.14: The correlation between the definitions .52 Table 4.15: Evaluate the suitable levels of multivariable regression model 54 VI | P a g e Table 4.16 T-Test analysis 54 Table 4.17: Evaluate the suitable for multivariables regression model 56 Table 4.18: Multi-variable linear regression model 57 Table 5.1 Factors impact on satisfaction 59 VI | P a g e LIST OF FIGURE Figure 2.1 - Positioning of literature on service charateristics Figure 2.2 ACB’s Payment order sample Figure 2.3 Payment in a bank 10 Figure 2.4 Payment in others 10 Figure 2.5 American Customer Sastifaction Index - ACSI .13 Figure 2.6 Model of the relationship between sastifaction and quality .14 Figure 2.7 Resreaching of the relationship between customer satisfaction and service quality in transferring payment in bank 17 Figure 3.1 Models of the procedures of the study 18 Figure 3.2 The theoretical model of customer satisfaction 20 Figure 3.3 The procedure of analyzing the data 23 Figure 3.3 The procedure of analyzing the data 23 Figure 3.4 The affecting of the intermediate variable 24 Figure 3.5 Five - Gap Model 35 Figure 3.6 Five-dimensional quality model 37 Figure 4.1: The descriptive statistical chart of age 41 Figure 4.2: The descriptive statistics and the average of transactions 41 VIII | P a g e ... THONG THE SERVICE QUALITY FACTORS AFFECTING CUSTOMER SATISFACTION IN TRANSFERS AND PAYMENTS AT ASIA COMMERCIAL BANK JOINT STOCK IN HO CHI MINH CITY GRADUATION THESIS BUSINESS ADMINISTRATION MAJOR... service quality factors affecting customer satisfaction in transfers and payments at Asia Commercial Bank Joint Stock in Ho Chi Minh City? ?? of the author’s research results The research is truthful in. .. 2021 Author Le Huy Thong V|Page ABSTRACT The thesis with the topic ? ?The service quality factors affecting customer satisfaction in transfers and payments at Asia Commercial Bank Joint Stock in