The impact of brokerage service quality on customer satisfaction at KB Securities Vietnam Joint Stock Company - Transaction Center
Published: July 26, 2026
Abstract
This study analyzes the key factors influencing customer satisfaction with the brokerage services of KB Securities Vietnam Joint Stock Company (KBSV) – Transaction Center. Using data collected from 285 customers and analyzed through the Partial Least Squares Structural Equation Modeling (PLS-SEM) method, the findings reveal that seven factors have a positive impact on customer satisfaction: Responsiveness, Service Capability, Security, Tangibles, Reliability, Empathy, and Perceived Price. Among these, Responsiveness exerts the most significant influence. Furthermore, the study finds no statistically significant differences in satisfaction levels across demographic groups. The results offer practical implications for improving service quality and enhancing customer satisfaction in the securities brokerage sector.
Keywords
service qualitysecurities brokeragecustomer satisfactionKB Securities Vietnam Joint Stock Company Transaction Center
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