@article{MAKHILLIBM2017111127289,
    title = {Perceived Quality of Retail Banking Services with Customer
Perspectives-A Vietnam Bank},
    journal = {International Business Management},
    volume = {11},
    number = {11},
    pages = {1819-1825},
    year = {2017},
    issn = {1993-5250},
    doi = {ibm.2017.1819.1825},
    url = {https://makhillpublications.co/view-article.php?issn=1993-5250&doi=ibm.2017.1819.1825},
    author = {Pham},
    keywords = {Perceived service quality,customer satisfaction,retail banking service,banking service quality,Vietnam,findings},
    abstract = {This study used SERVQUAL Model to empirically examine the relationship between perceived quality
of retailing banking services and customer satisfaction in a Vietnam Investment and Development Bank. The
218 customers of the bank were responded a survey questionnaire which covers all five dimensions of service
quality as in SERVQUAL Model. Analysis results indicate that four perceived service quality dimensions of
retail banking service (assurance, responsiveness, reliability and empathy) significantly impact on customer
satisfaction. The other dimension (Tangible) has no significant contribution to customer satisfaction. Based
on these results, bank’s managers would focus on the four important dimensions to achieve high degree of
customer satisfaction. Researchers in this field would use theses research findings as a good reference.}
    }