CUSTOMERS’ EVALUATION ABOUT SERVICE QUALITY AND THEIR SATISFACTION ON THE INTERNATIONAL PAYMENT SERVICES OF COMMERCIAL BANKS IN HA NOI CITY, VIET NAM

Bùi Ngọc Châu

CUSTOMERS’ EVALUATION ABOUT SERVICE QUALITY AND THEIR SATISFACTION ON THE INTERNATIONAL PAYMENT SERVICES OF COMMERCIAL BANKS IN HA NOI CITY, VIET NAM

About this article

Published: 15/12/18

Authors

Bui Ngoc Chau , Central Economic Commission

Abstract

The study was conducted to analyse the customer’s evaluation of service quality, and their satisfaction on the International Payment Services of Commercial Banks in Hanoi City, Vietnam. A total of 397 people, who are customers using International Payment Services of Commercial Banks in Hanoi City were selected to be the respondents of the study. The results obtained from the data analysis showed that the level of satisfaction of customers on the international payment services was average. To increase the level of customer satisfaction with international payment services, commercial banks in Hanoi should pay attention to improving service quality.

Keywords

customers’ evaluation; service quality; customer satisfaction; international payment; commercial banks.

References

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