Factors influencing customer satisfaction with personal credit service quality at VPBank - Ho Chi Minh City Branch

Abstract

This study identifies the factors influencing individual customers’ satisfaction with credit service quality at Vietnam Prosperity Joint Stock Commercial Bank (VPBank) - Ho Chi Minh City Branch. The findings indicate that customer care, interaction, security, service portfolio, account information, trustworthiness, bank image, and convenience all significantly affect customer satisfaction. Based on these results, the study offers managerial implications for improving credit service quality and enhancing customer satisfaction at the branch.