Các yếu tố ảnh hưởng đến chất lượng dịch vụ ngân hàng thương mại TT TIENG ANH

MINISTRY OF EDUCATION AND TRAINING STATE BANK OF VIETNAM BANKING UNIVERSITY OF HO CHI MINH CITY PHAN THANH TAM SUMMARY OF DISSERTATION FACTORS AFFECTING THE SERVICE QUALITY OF THE COMMERCIAL BANKS HCMC, October 12, 2021 MINISTRY OF EDUCATION AND TRAINING STATE BANK OF VIETNAM BANKING UNIVERSITY OF HO CHI MINH CITY PHAN THANH TAM SUMMARY OF DISSERTATION FACTORS AFFECTING THE SERVICE QUALITY OF THE COMMERCIAL BANKS Major: Finance - Banking CODE: 34 02 01 Advisor: Assoc Prof Dr Phan Dien Vy HCMC - October 12, 2021 i COMMITMENT I declare that the dissertation "Factors affecting the service quality of the commercial banks" is my research It is except for the references cited in this dissertation, and I declare that in whole or in part, this dissertation has not been published or used to obtain a degree elsewhere No other person's work/research that did not appropriately reference utilized in this dissertation This dissertation did not submit for any degree at any other university or training institution HCMC, October 12, 2021 ii ACKNOWLEDGEMENT The author would like to thank the Board of Directors sincerely, lecturers, especially the teachers who directly teach the Ph.D student class K23, who enthusiastically taught, imparted experiences and supported the author during this time at the university The author would like to express his gratitude and respect to the scientific guidance lecturer, who has been very enthusiastic in supporting, encouraging, encouraging, and guiding the author to carry out and complete this dissertation The author also expresses thanks to the leadership and staff at commercial banks in big cities of Vietnam, customers who participated in the author's interviews and surveys The author also thanks family and friends for helping and creating favorable conditions to complete the dissertation Although the author has tried his best, the dissertation certainly cannot avoid the shortcomings, looking forward to receiving the sincere comments of teachers and friends Sincerely! HCMC, October 12, 2021 Author Phan Thanh Tam iii ABSTRACT Nowadays, commercial banks have become an indispensable financial institution to operate the economy Still, the state-owned commercial banking system is also considered an effective arm of the Government in implementing monetary policy to stabilize the macro-economy, curb inflation and ensure the country's social security Besides, the quality of banking services plays a significant role It applied as banking operations in terms of capital, currency, and the bank's payment to customers to meet business needs, profit, living life, and storing property Therefore, this study objective testing the reliability and measuring the banking service quality of commercial banks in Vietnam This study surveyed 1,000 customers related to commercial banks Based on five big cities of Vietnam, such as Can Tho City, Ho Chi Minh City, Da Nang, Hai Phong, and Hanoi, 917 samples answered 39 questions from July 2020 to February 2021 The author tested Cronbach’s Alpha, confirmatory factor analysis (CFA), and Structural Equation Model (SEM) for the banking service quality The author applied from SPSS 20.0 and Amos software The results showed that six factors positively influence the banking services in Vietnamese commercial banks with a significance level of 5% Besides, eight factors positively impact the quality of banking services in Vietnamese commercial banks with a significance level of 5% The eight factors include (1) Technology (Tec), (2) Reliability (Rel), (3) Responsiveness (Res), (4) Management capacity (Man), (5) Competence (Com), (6) Empathy (Emp), (7) Tangible (Tan) and (8) Crisis (Cri) In addition, the results are also necessary scientific evidence for researchers and policy-makers for Vietnamese commercial banks applied to improve the banking service quality of commercial banks in Vietnam in the future iv CONTENTS Page Commitment Acknowledgment Summary of dissertation List of acronyms List of tables List of figures CHAPTER INTRODUCTION 1.1 Reason for study 1.2 Objectives of the study 1.2.1 General objective 1.2.2 Specific objective 1.3 Research questions 1.4 Scope and delimitation of the study 1.4.1 Scope of the study 1.4.2 Delimitation of the study 1.5 Research methods 1.6 New contributions of the topic 1.6.1 Academic contributions 1.6.2 Contribution in terms of policy practice 1.7 Organization of the study Summary of chapter CHAPTER 2: LITERATURE REVIEW AND RESEARCH MODEL 2.1 Foundational theories 2.1.1 Service quality 2.1.2 Customer satisfaction 2.1.3 The relationship between service quality and customer satisfaction 2.2 Concepts related to commercial banking service quality 2.2.1 Commercial banking concept 2.2.2 Service concept v 2.2.3 The concept of banking services 2.2.4 The concept of banking service quality 2.2.5 Commercial banking services 2.2.6 The need to improve the quality of banking services 10 2.3 Factors affecting the quality of banking services 10 2.3.1 Reliability 10 2.3.2 Empathy 10 2.3.3 Responsiveness 11 2.3.4 Competence 11 2.3.5 Tangibles 11 2.3.6 Crisis 11 2.3.7 Technology 12 2.3.8 Management capacity 12 2.4 Review of related studies 12 2.4.1 Foreign studies 12 2.4.2 Domestic studies 12 2.5 Theoretical gaps need further research 13 2.6 Proposed research model 14 2.6.1 The basis for proposed model 14 2.6.2 Research hypotheses 14 2.6.3 Proposed research model 18 Summary of chapter 18 CHAPTER RESEARCH METHODS 19 3.1 Research process 19 3.2 Qualitative research 21 3.2.1 Qualitative research results 21 3.2.2 Results of group discussion 22 3.2.3 Questionnaire design 22 3.2.4 Results of testing the scale through preliminary quantification 22 3.2.5 Exploratory factor analysis (EFA) 23 3.3 Formal quantitative research 24 vi 3.3.1 Outline of formal research 24 3.3.2 Data collection 25 3.3.3 Data processing methods 26 Summary of chapter 27 CHAPTER RESEARCH RESULTS AND DISCUSSION 28 4.1 Analysis of the current situation of service activities 28 4.1.1 Overview of commercial banks in Vietnam 28 4.1.2 Current status of deposit services at commercial banks 30 4.1.3 Current status of lending services at commercial banks 31 4.1.4 Status of payment services at commercial banks 31 4.2 Research results 32 4.2.1 Descriptive statistical analysis of demographics 32 4.2.2 Testing the reliability of the scale by Cronbach's Alpha 35 4.2.3 Exploratory factor analysis (EFA) and (CFA) 35 4.2.4 Analysis for structural equation model (SEM) 37 4.2.5 Analysis for ANOVA 40 4.2.6 Test for differences between groups (T-test) 40 4.3 Discussing research results 40 Summary of chapter 41 CHAPTER 5: CONCLUSIONS AND POLICY IMPLICATIONS 42 5.1 Conclusions 42 5.2 Policy implications 43 5.2.1 Policy implications for reliability (Rel) 43 5.2.2 Policy implications for tangibles (Tan) 43 5.2.3 Policy implications for empathy (Emp) 43 5.2.4 Policy implications for technology (Tec) 44 5.2.5 Policy implications for responsiveness (Res) 44 5.2.6 Policy implications for management capacity (Man) 44 5.2.7 Policy implications for competence (Com) 45 5.2.8 Policy implications for crisis (Cri) 45 5.3 Limitations and suggestions for further research 45 vii 5.3.1 Limitations of the research 45 5.3.2 Suggestions for further research 46 Summary of chapter 46 REFERENCES i viii LIST OF ACRONYMS Code English ANOVA Analysis of variance AI Artificial Intelligence BSQ Bank service quality CBS Commercial bank service SQ Service quality CMCN Industrial Revolution COM Competence CRI Crisis EFA Exploratory factor analysis EMP Empathy FL Factor loading KMO Kaiser - Meyer – Olkin MAN Management capacity CB Commercial bank REL Reliability RES Responsiveness SEM Structural equation model Sig Significant SPSS Statistic Package for Social Sciences TAN Tangibles TEC Technology 38 Table 4.7: Results for testing structural equation model The relationship between the factors CBS CBS CBS CBS CBS CBS CBS CBS BSQ BSQ BSQ BSQ BSQ BSQ