| Summary: | 碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 104 === This thesis performs a study on improving short-term credit quality of Vietinbank – Hanoi to meet the customer satisfaction. Banking industry is becoming more and more important element of each country’s economy. Recent years in Vietnam, banking transaction seems to be a common part of daily life activities. With the existence of over one hundred banks including state owned, joint venture banks and foreign banks, every bank has realized the significance of customers – the centered philosophies. Within the strict competitive environment, the key challenge for banks in Vietnam is to increase customer satisfaction in Short-term Credit Quality. This study has attempted a broader perspective, inviting exploration in an open-ended way of a range of customer satisfaction. It also offers a literature review intended as a significant contribution in its own right, in its attempt to locate research helpful to Vietinbank.
Additionally, this study also builts up a model to measure the customer satisfaction towards services provided by Vietinbank in general, this research has developed the research model in the basis of previous research by other researchers. The data was mainly collected from the questionnaire with 180 respondents and was analyzed by SPSS 20.0.
This research also examined the difference by following personal characteristic such as age, sex, work experiences, position and income level. This research evaluates improving short-term credit quality of Vietinbank Hanoi and provides some suggestions of factors need to be improved. This research will provide a good model for small and medium enterprises to evaluate their customer satisfaction. Then those enterprises choose suitable solution for maintaining and improving their customer quality and quantity. After evaluated the the short-term credit quality of Vietinbank Hanoi, we found that 5 factors should be considered, they are Responsiveness, Tangible, Empathy, Assurance and Reliability. This is valuable information for Vietinbank Hanoi to improve its customer quality and quantiy.
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