The Factors Affecting Customer Satisfaction of International Payment by Letter of Credit – A Case Study of Asia Commercial Bank in Ho Chi Minh City, Vietnam

• Main Authors: Nguyen Thi Thuy Trang, 阮氏署莊
• Other Authors: Shao-Hsi Chung
• Format: Others
• Language: en_US
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/97937793657787657267

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 102 === These days all the banks are realizing the significance of customer – centered philosophies. One of the key challenges of them is how they manage service quality which holds a great importantce to customer satisfication. The purpose of this thesis is to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on detail literature review, a frame of reference was developed. The thesis is to explore the service quality features (tangible, reliability, responsiveness, assurance and empathy) affect to International Payment by L/C in the context of Vietnam. The empirical data are drawn from 200 customers of ACB bank in Vietnam. The results indicate important findings: the interation of services quality into international payment by L/C. In addition, implications and limitations of this thesis as well as directions for future research are dicussed. It is against this background that this research tries to evaluate factors that affect to service quality for bank performance in Asia Commercial Bank of Vietnam. Finally price, speed of installation, speed of delivery was new dimensions found in this thesis.