Abstract
This study aimed at examining the relationship between service quality/product quality and customer sactisfaction at Vietinbank – Thai Nguyen Branch. A regression model of 6 variables (tangibles, responsiveness, reliability, assurance, empathy and product quality) was used to identify factors that influence customer sactisfaction toward individual time deposit at Vietinbank- Thai Nguyen Branch. 350 individual depositors were randomly selected for a survey. The research findings showed that (1) tangibles,(2) reliability, (3) assurance, (4) empathy and (5) product quality have significant relationship with customer satisfaction. Specifically, empathy has a strongest influence on customer satisfaction. Based on research findings, some recommendations were proposed to improve service quality and enhance the customer satisfaction with the service of Vietinbank- Thai Nguyen Branch.
Key words: Service quality, customer satisfaction and Vietinbank – Thai Nguyen branch
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Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 514, Nhà điều hành, trường Đại học Kinh tế & Quản trị Kinh doanh
Địa chỉ: Phường Tân Thịnh, thành phố Thái Nguyên
Email: tapchikt-qtkd@tueba.edu.vn; Điện thoại: 0208.3903373
