Research Paper
Year: 2021 | Month: February | Volume: 8 | Issue: 2 | Pages: 204-208
DOI: https://doi.org/10.52403/ijrr.20210230
Factors Influencing Customer Satisfaction with Credit Card Service: a Case at Joint Stock Commercial Bank for Foreign Trade of Vietnam - Binh Thuan Branch
Nguyen Hoang Duy1, Dinh Hoang Anh Tuan1, Nguyen Quoc Nghi2
1University of Phan Thiet, 2Can Tho University, Vietnam
Corresponding Author: Nguyen Quoc Nghi
ABSTRACT
The study’s goal is to identify factors affecting customer satisfaction with the credit card service quality of the Joint Stock Commercial Bank for Foreign Trade of Vietnam - Binh Thuan Branch (VCB Binh Thuan). Research data were collected from 250 customers using VCB Binh Thuan's credit card services using convenient sampling. The authors applied the exploratory factor analysis and multivariate linear regression to analyze the data. The impacting factors to customer satisfaction are customer trust, responsiveness, assurance, sympathy, and tangibility. In particular, trust puts the most influence on customer satisfaction with the credit card service quality of VCB Binh Thuan.
Keywords: satisfaction, customer, credit card service, VCB Binh Thuan.
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