Limitation and future research

The survey has contributed positively to the bank customer in understanding and recognizing its position, but also has a certain number of limitations:

Due to limitations on the ability to research conducted on only 400 customers (369 valid question) and individual customers are not yet able to assess the full overview of customer transactions at Vietcombank. So to repeat the study with a larger sample size, diversification of target customers, not just individual customers to generalize the typical components of the scale.

Study only consider using banking services and transactions, not yet understand all the customer satisfaction in relation to the business, financial potential, ethnic factors…

Research focuses on the use of customer service at Vietcombankin Hanoi should not yet be assessed on customers in the whole country and other local in as the prospect unused banking

services. So to repeat the study with a larger scale for a better overview of customer satisfaction for the quality of banking services.

Through regression analysis in chapter 4, the regression model adjusting coefficient R2 = .394 means that .39.4% of variation customer satisfaction be explained by three independent variables above, while others variation customer satisfaction be explained by other factors not included in the model. Therefore there should be further studies on customer satisfaction on the quality of banking services, which, in addition to the components in Servqual scale, researchers need additional explanatory variables into the model to model regression with higher relevance.

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Appendix:

Appendix: Questionnaire (English Version)

I am a Vietnamese graduate student of International Master of Business of Administration

program I-Shou University, Taiwan. My master thesis is about “The study of factors affecting the customer satisfaction with ATM service at Vietcombank.” Please take about 10 to 15 minutes to answer all of the questions in my survey. The answers will only be used for academic purposes and will be strictly confidential. Thank you in advance for your time and help.

Part A: Please read each item carefully and circle the appropriate number that indicates HOW MUCH YOU AGREE OR DISAGREE with each of the sections below:

Statement

Strongly

Disagree Disagree Neutral Agree Strongly Agree

1 2 3 4 5

1. Vietcombankguarantee security issue     

2. VietcombankProvide timely service as

committed     

3. The deposit products and services of

Vietcombankwere performed accurately     

4. VietcombankProvide complete

information, accurate and timely     

5. Bank guarantee security issue     

6. Diverse products and services to meet

customer needs     

7. There are many customer care program     

8. Professional staff to handle rapid

accurate     

9. Staff actively advise suitable products

for customers     

10. Staff ready to serve and assist customers      11. Resolve complaints quickly and rational     

12. Guide to procedures for clients fully     

Statement

Strongly

Disagree Disagree Neutral Agree Strongly Agree

1 2 3 4 5

understandable

13. The staff is professional and

qualifications     

convenience and in accordance with customer needs

    

19. Spacious transaction, using modern

technology     

20. Nice layout of the counter, identifiable

for Customers     

21. The staff dresses polite     

22. Paper forms to be used in transactions

were designed easily     

23. Vietcombankoffers more benefits than

costs me money     

24. Vietcombankis the best among

competing banks     

25. Vietcombankis much better than what I

expected     

26. Ready to become long-term customers of

banks     

27. Ready to introduce family and friends     

28. If there are minor issues and comments will continue to use the services of the bank

    

Part B: Demographic Information

Your Gender:  Male 

Your age > 20 year old 20 - 35 year old

36 - 50 year old < 50 year old

Experience: >1 year 1 - 5 year < 5 year

Education: Master or more Bachelor

 Below bachelor

Job status: officer Business retire

Income: <250 USD 250 - 500 USD

501-750 USD 751-1000 USD > 1000 USD

Thank you for filling the survey!