Research Paper
Year: 2021 | Month: October | Volume: 8 | Issue: 10 | Pages: 208-212
DOI: https://doi.org/10.52403/ijrr.20211026
Factors Impacting Customer Loyalty to LienVietPostBank, Binh Thuan Province
Dong Ngoc Vuong Thai1, Nguyen Quoc Nghi2
1Phan Thiet University, 2Can Tho University
Corresponding Author: Dong Ngoc Vuong Thai
ABSTRACT
The objective of this study is to determine factors affecting the loyalty of individual customers to LienVietPostBank Binh Thuan. Research data are collected from 395 individual customers who are recently using services at LienVietPostBank Binh Thuan. The study applies exploratory factor analysis and multivariate linear regression. The research results have proved that positive affecting factors to the loyalty of individual customers to LienVietPostBank Binh Thuan are reliability, responsiveness, assurance, sympathy, tangible facilities, the reasonableness of service charges, social responsibility, and customer satisfaction. In which, satisfaction and sympathy have the most influence on the loyalty of individual customers to LienVietPostBank Binh Thuan.
Keywords: Loyalty, individual customer, service quality, LienVietPostBank Binh Thuan.
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