Issue: Số 22 - Tháng 10- 2024Tài chính - Ngân hàng - Bảo hiểm
Factors influencing the quality of retail banking services at the Vietnam Joint Stock Commercial Bank for Industry and Trade - Bien Hoa Industrial Zone Branch
Published: July 29, 2026
Abstract
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.
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