Title:
CUSTOMER SATISFACTION LEVEL OF SELECTED COMMERCIAL BANKS IN VIETNAM: BASIS TOWARDS EFFICIENT SERVICE DELIVERY

Authors:
Dr. Nguyen Phuong Tam and Dr. Nguyen Tien Huy ,Vietnam

Abstract:
The study sought to find out the customers/clients satisfaction on the services of selected commercial banks in Vietnam. Specifically, the study will answer the following questions: (1) What is the perception of the bank clients bank managers and representatives of regulatory body on the degree of services rendered by selected commercial banks in Vietnam in terms of: Accessibility; Reliability; Responsiveness, and Facilities? (2) Is there significant difference among the assessment of respondents on abovementioned variables? (3) What is the level of satisfaction of the respondents in terms of: Promotion and Development; and Income? (4) Is there significant relationship between the assessment of the respondents on degree of services and level of satisfaction?. The research is done by using quantitative methods questionnaire survey of about 320 interviewees, Interview about 10 experts of bank sector and 15 managers.the findings of the study: Respondents viewed the services rendered by selected commercial banks in Vietnam as satisfying. There was no significant difference among the perception of the three groups of respondents on the services rendered by the selected commercial banks in Vietnam. In terms of promotion and development as well as income, the respondents were moderately satisfied with the services of selected commercial banks in Vietnam. There was no significant correlation between the degree of services rendered by selected commercial banks and the level of satisfaction of bank clients.