Customer satisfaction for the bank loan service in Vietnam

  • Nguyen Thi Ngan, Bui Huy Khoi


This paper aims to assess the quality of bank loan service in Vietnam. The data was surveyed and collected from 140 customers of Vietnam joint-stock commercial bank for industry and trade (Vietinbank) in Ho Chi Minh City. The proposed research model is based on the researches on service quality theory. The reliability and validity of the scale are verified by Cronbach's Alpha, Average Variance Extracted (Pvc), and Composite Reliability (Pc). The analysis of the research model shows that customer satisfaction with the bank's loan service quality is reflected in the bank's guarantee scale assurance (ASS), empathy (EMP), and tangibles (TAN).