Các nhân tố ảnh hưởng đến chất lượng dịch vụ ngân hàng bán lẻ tại Ngân hàng Thương mại cổ phần công Thương Việt Nam - Chi nhánh Khu công nghiệp Biên Hòa=Factors influencing the quality of retail banking services at the Vietnam Joint stock Commercial Bank for Industry and Trade

Các nhân tố ảnh hưởng đến chất lượng dịch vụ ngân hàng bán lẻ tại Ngân hàng Thương mại cổ phần công Thương Việt Nam - Chi nhánh Khu công nghiệp Biên Hòa=Factors influencing the quality of retail banking services at the Vietnam Joint stock Commercial Bank for Industry and Trade - Bien Hoa Industrial Zone Branch

0 Người đánh giá. Xếp hạng trung bình 0

Tác giả: Ngọc Thị Kim Loan Nguyễn, Ngọc Anh Thư Phạm, Trần Ngọc Linh Phạm

Ngôn ngữ: vie

Ký hiệu phân loại:

Thông tin xuất bản: Tạp chí Công thương, 2024

Mô tả vật lý: tr.334-339

Bộ sưu tập: Metadata

ID: 475320

Thêm vào giỏ

Nghiên cứu cho thấy 7 yếu tố tác động đến Chất lượng dịch ngân hàng bán lẻ (NHBL) tại Ngân hàng thương mại cổ phần Công Thương Việt Nam (Vietinbank) - Chi nhánh KCN Biên Hòa, lần lượt gồm: Giá dịch vụ (GIA), Thành phần đáp ứng (TPDU), Độ tin cậy (DTC), Hình ảnh thương hiệu (HATH), Năng lực phục vụ (NLPV), Phương tiện hữu hình (PTHH) và Mức độ đồng cảm (MDDC). Từ đó, nghiên cứu đưa ra một số hàm ý quản trị nhằm nâng cao chất lượng dịch vụ ngân hàng bán lẻ tại Vietinbank - Chi nhánh Khu công nghiệp Biên Hòa.This study identified seven key factors influencing the quality of retail banking services at the Vietnam Joint Stock Commercial Bank for Industry and Trade - Bien Hoa Industrial Zone Branch. These factors include service fees (GIA), responsiveness (TPDU), reliability (DTC), brand image (HATH), service capacity (NLPV), tangible assets (PTHH), and empathy (MDDC). Based on these findings, the study provided practical management recommendations to enhance service quality, thereby strengthening customer satisfaction and competitiveness at the branch. The research shows that 7 factors affect the quality of retail banking services at Vietnam Joint Stock Commercial Bank for Industry and Trade - Bien Hoa Industrial Zone Branch, including: Service fee (GIA), Responsiveness (TPDU), Reliability (DTC), Brand image (HATH), Service capacity (NLPV), Tangible means (PTHH) and Empathy (MDDC). From there, the study offers some management implications to improve the quality of retail banking services at Vietnam Industry and Trade Joint Stock Commercial Bank - Bien Hoa Industrial Zone Branch.

1. Đọc trực tuyến

1. Đọc trực tuyến

Tạo bộ sưu tập với mã QR