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

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 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 HO CHI MINH CITY, 2021 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 III | P a g e 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 IV | P a g e 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 V|Page 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 VII | 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 LIST OF APPENDIX Appendix no.1: The survey table of qualitative…………………………………….67 Appendix no.2: The final table and satisfaction scale…………………………… 70 Appendix no.3: The official scale………………………………………………… 73 Appendix no.4: Cronbach’s alpha………………………………………………… 77 Appendix no.5: EFA analysis……………………………………………………….81 Appendix no.6: Correlation and regression analysis……………………………… 84 Appendix no.7: Levene’s analysis………………………………………………… 90 Appendix no.8: The chart of regression standardized residual…………………… 91 Appendix no.9: The chart of observed cum prob………………………………… 92 Appendix no.10: The chart of regression standardized predicted value…………….93 Cronbach's Alpha N of Items 789 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Item Deleted Total Correlation if Item Deleted EM1 11.12 6.318 653 708 EM2 11.10 6.811 643 715 EM3 11.07 6.941 539 768 EM4 10.71 7.374 562 755 Reliability Statistics Cronbach's Alpha N of Items 774 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha Deleted Item Deleted Total Correlation if Item Deleted TAN1 14.86 6.517 584 720 TAN2 15.04 6.615 646 698 TAN3 15.26 6.278 606 712 TAN4 15.00 7.435 507 746 TAN5 14.78 8.189 401 776 Reliability Statistics 81 | P a g e Cronbach's Alpha N of Items 869 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha Deleted Item Deleted Total Correlation if Item Deleted PRI1 12.21 6.700 733 828 PRI2 12.25 6.316 813 795 PRI3 12.21 6.470 816 795 PRI4 12.27 7.408 542 903 Reliability Statistics Cronbach's Alpha N of Items 796 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha Deleted Item Deleted Total Correlation if Item Deleted SAT1 11.88 7.755 642 732 SAT2 11.98 6.909 693 700 SAT3 11.92 7.530 593 752 SAT4 12.16 7.453 517 794 82 | P a g e APPENDIX No.5 EFA analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .769 Approx Chi-Square 3336.933 Bartlett's Sphericity Test of df 351 Sig .000 Total Variance Explained Comp Initial Eigenvalues Extraction Sums of Squared Rotation Sums of Squared onent Loadings Loadings of Cumulative Total % of Cumulative Total % Total % Variance % Variance % of Cumulative Variance % 4.344 16.090 16.090 4.344 16.090 16.090 3.402 12.599 12.599 3.591 13.300 29.390 3.591 13.300 29.390 2.892 10.710 23.308 2.815 10.424 39.814 2.815 10.424 39.814 2.868 10.621 33.929 2.520 9.332 49.146 2.520 9.332 49.146 2.852 10.563 44.492 2.455 9.093 58.239 2.455 9.093 58.239 2.710 10.039 54.530 1.604 5.941 64.181 1.604 5.941 64.181 2.606 9.650 64.181 845 3.130 67.311 771 2.857 70.168 698 2.586 72.754 10 661 2.450 75.203 11 616 2.280 77.483 12 605 2.241 79.724 13 567 2.102 81.826 83 | P a g e 14 528 1.957 83.783 15 497 1.841 85.624 16 479 1.775 87.399 17 469 1.737 89.136 18 402 1.489 90.625 19 390 1.444 92.068 20 363 1.344 93.412 21 353 1.309 94.721 22 328 1.215 95.935 23 298 1.103 97.038 24 286 1.059 98.097 25 270 1.001 99.098 26 140 519 99.618 27 103 382 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrixa Component REL5 949 REL2 803 REL1 799 REL4 761 REL3 714 EM2 813 EM1 795 EM4 725 EM3 723 84 | P a g e EM5 688 PRI3 888 PRI2 867 PRI1 806 PRI4 727 AS1 842 AS4 825 AS2 802 AS3 789 TAN2 792 TAN1 760 TAN3 752 TAN4 684 TAN5 533 RES3 826 RES4 805 RES2 786 RES1 781 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 85 | P a g e APPENDIX No.6 CORRELATION and REGRESSION ANALYSIS Correlations Pearson Correlation SAT Pearson Correlation TAN PRI 317** 307** 358** 137* 404** 318** 000 000 000 022 000 000 277 277 277 277 277 277 277 317** -.124* -.083 172** 051 111 040 171 004 401 065 277 277 277 277 277 277 277 307** -.124* 020 -.064 024 -.105 Sig (2-tailed) 000 040 737 286 694 082 N 277 277 277 277 277 277 277 358** -.083 020 010 082 041 Sig (2-tailed) 000 171 737 868 176 495 N 277 277 277 277 277 277 277 137* 172** -.064 010 030 051 Sig (2-tailed) 022 004 286 868 624 402 N 277 277 277 277 277 277 277 404** 051 024 082 030 404** Sig (2-tailed) 000 401 694 176 624 N 277 277 277 277 277 Correlation Pearson Correlation Pearson Correlation TAN EM N Pearson EM AS 000 Correlation AS RES Sig (2-tailed) Pearson RES REL Sig (2-tailed) N REL SAT 000 277 277 86 | P a g e Pearson 318** 111 -.105 041 051 404** Sig (2-tailed) 000 065 082 495 402 000 N 277 277 277 277 277 277 Correlation PRI 277 ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) Model Summaryb R Model Adjusted R2 R2 724a 525 Change Statistics Std Error of the Durbin- R2 F Estimate Change Change 514 61218 525 49.639 df1 df2 270 Sig F Watson Change 000 1.884 a Predictors: (Constant), PRI, AS, EM, RES, REL, TAN b Dependent Variable: SAT -ANOVAa Model Sum of df Squares Mean Square Regression 111.619 18.603 Residual 101.187 270 375 Total 212.807 276 F Sig 49.639 000b a Dependent Variable: SAT b Predictors: (Constant), PRI, AS, EM, RES, REL, TAN One-Sample Statistics N RES1 277 Mean 3.06 Std Std Deviation Mean 1.232 074 Error 87 | P a g e RES2 277 3.47 1.241 075 RES3 277 3.32 1.274 077 RES4 277 3.24 1.208 073 One-Sample Test Test Value = t df Sig tailed) (2- Mean 95% Confidence Interval of Difference the Difference Lower Upper RES1 41.410 276 000 3.065 2.92 3.21 RES2 46.532 276 000 3.469 3.32 3.62 RES3 43.338 276 000 3.318 3.17 3.47 RES4 44.663 276 000 3.242 3.10 3.38 Std Std Deviation Mean One-Sample Statistics N Mean REL1 277 3.55 1.140 068 REL2 277 3.57 1.056 063 REL3 277 3.60 1.124 068 REL4 277 3.96 1.010 061 REL5 277 3.75 925 056 Error One-Sample Test Test Value = t df Sig tailed) (2- Mean Difference 95% Confidence Interval of the Difference 88 | P a g e Lower Upper REL1 51.876 276 000 3.552 3.42 3.69 REL2 56.263 276 000 3.570 3.45 3.70 REL3 53.308 276 000 3.599 3.47 3.73 REL4 65.208 276 000 3.957 3.84 4.08 REL5 67.402 276 000 3.747 3.64 3.86 Std Std Deviation Mean One-Sample Statistics N Mean AS1 277 3.68 844 051 AS2 277 3.77 894 054 AS3 277 3.78 903 054 AS4 277 3.83 876 053 Error One-Sample Test Test Value = t df Sig tailed) (2- Mean 95% Confidence Interval of Difference the Difference Lower Upper AS1 72.443 276 000 3.675 3.58 3.77 AS2 70.220 276 000 3.773 3.67 3.88 AS3 69.740 276 000 3.783 3.68 3.89 AS4 72.724 276 000 3.827 3.72 3.93 Std Std Deviation Mean One-Sample Statistics N Mean Error 89 | P a g e TAN1 277 3.87 973 058 TAN2 277 3.70 890 053 TAN3 277 3.48 1.009 061 TAN4 277 3.73 817 049 TAN5 277 3.96 721 043 One-Sample Test Test Value = t df Sig tailed) (2- Mean Difference 95% Confidence Interval of the Difference Lower Upper TAN1 66.195 276 000 3.870 3.75 3.99 TAN2 69.145 276 000 3.697 3.59 3.80 TAN3 57.334 276 000 3.477 3.36 3.60 TAN4 76.042 276 000 3.733 3.64 3.83 TAN5 91.333 276 000 3.957 3.87 4.04 Std Std Error Deviation Mean One-Sample Statistics N Mean PRI1 277 4.10 993 060 PRI2 277 4.06 1.009 061 PRI3 277 4.10 973 058 PRI4 277 4.04 1.019 061 90 | P a g e One-Sample Test Test Value = t df Sig (2- Mean 95% Confidence Interval tailed) Difference of the Difference Lower Upper PRI1 68.821 276 000 4.105 3.99 4.22 PRI2 67.070 276 000 4.065 3.95 4.18 PRI3 70.167 276 000 4.101 3.99 4.22 PRI4 65.983 276 000 4.040 3.92 4.16 91 | P a g e APPENDIX No.7 LEVENE’S ANALYSIS Group Statistics Std Std Deviation Mean 3.8990 91307 07310 4.1198 81783 07435 Gender N Mean Male 156 Female 121 Error SAT Independent Samples Test Levene's Test for Equality of t-test for Equality of Means Variances 95% Confidence Sig F Sig t df (2tailed) Mean Std Error Interval of the Difference Difference Difference Lower Upper Equal variances 1.631 203 assumed 2.088 275 038 -.22080 10573 -.42894 -.01265 269.311 035 -.22080 10427 -.42608 -.01551 SAT Equal variances - not 2.118 assumed 92 | P a g e APPENDIX No.8 THE CHART OF REGRESSION STANDARDIZED RESIDUAL 93 | P a g e APPENDIX No.9 THE CHART OF OBSERVED CUM PROB 94 | P a g e APPENDIX No.10 THE CHART OF REGRESSION STANDARDIZED PREDICTED VALUE 95 | P a g e ... 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 HO CHI MINH. .. 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. .. Author Le Huy Thong III | P a g e ABSTRACT The thesis with the topic ? ?The service quality factors affecting customer satisfaction in transfers and payments at Asia Commercial Bank Joint Stock in