| Summary: | 碩士 === 義守大學 === 企業管理學系 === 106 === More and more commercial banks take part in the card market, especially foreign banks with many years of experience as well as advantages in technology and management skills. Therefore, to gain advantage in this competition, Vietcombank should focus on measures to improve the card service quality. This thesis aims to provide some solutions to Vietcombank to improve the ATM card service quality provided to customers. First of all, the topic has identified the factors of service quality that affect customer satisfaction, in which the factor of service efficiency and customer support has the strongest impact on the customer satisfaction when the customers use ATM cards. Based on the results of factor analysis of the ATM service quality, the author has proposed some solutions to improve the card service quality of Vietcombank - An Giang branch in the future. In addition, the analytical results are a useful data source for other banks to refer to when proposing customer policies for card services.
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