Abstract
This study aims to identify the factors influencing student satisfaction with tuition fee collection services at Vietcombank, specifically among students at An Giang University. Based on the SERVQUAL model, a survey was conducted with 318 students who had used the bank’s over-the-counter tuition payment service. After assessing the reliability of the measurement scale using Cronbach’s Alpha, exploratory factor analysis (EFA) and multiple linear regression were applied. The results reveal five factors affecting student satisfaction including Tangibles (HH), Empathy (DC), Responsiveness (DU), Assurance (NL), and Reliability (TC). Among these, Responsiveness had the strongest impact (β = 0.388), while Tangibles had the weakest effect (β = 0.084). The findings provide practical implications for Vietcombank to develop policies and action plans aimed at improving the quality of tuition collection services and enhancing student satisfaction, particularly for students at An Giang University.
Keywords: Banking services, Tuition fee collection services, Student satisfaction, An Giang University, SERVQUAL.
JEL classification: I2, I25.
DOI: 10.63767/TCKT.35.2025.21.30
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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
