Recommendation

On the basis of the above assessments, I have a few recommendations and suggestions as follows:

Distance 1: The difference between customer expectations and perceptions of service providers expect that. Distance 1 usually occurs because providers do not fully understand what characteristics make up the quality of their services and evaluate not close to the customer's needs.

Before bringing services to market, Agribank Hagiang has conducted a preliminary investigation and careful consideration the needs of potential customers that their aim.

Agribank Hagiang target customers is the customer who living in the city how ever with the high mountain city. Customer are interested in and supporting the deployment of the system's online and convince ATM service, time and manpower implementing in cashing. This was the premise for the company implementation of electronic services to help customers reduce other costs, increase investment efficiency and increase the competitiveness of enterprises. With this ATM, Customer can use the service of electronic transactions requires authenticity and integrity of data such as bill payment, e-tax, e origin

Distance 2: The difference between customer expectations and service quality criteria are now built. Difference is generated when the troubled supplier, objective obstacles and subjective expectations when moving is perceived to specific quality criteria to give customers

The ATM engineer at bank are trained and professional design services specifications to meet the exact needs of the customer. Marketing Division, Engineering, Research and Development of the Agirbank Hagiang were together very closely coordinated to provide specifications of the service based on the PDCA cycle First is planning, planning (Plan) for what to do, given the requirements and specifications for services to research, deployment. The second step is implemented (Do) of that work, such as research, construction and technical solutions to meet the demand for services, establish business processes, documentation, ... finish this step is stitched pilot service has been designed in practice. Designers check (Check) service is spelled correctly, there is no match, the mistake is not. From there, discovered the problems of service exists. Finally the action (Act) fix the flaws and shortcomings, these inconsistencies to improve our services. PDCA is considered as useful tools for the design specifications

and services are planned and implemented in a basically, limiting errors lead to damage or loss.

Distance 3: The difference between the standards of service quality and service is provided in practice. The difference formed when employees transfer to the customer service is inconsistent with the criteria that businesses have made in the course of providing services.

This distance depends on the quality of staff directly providing services and products.

With digital signature service is still new in Vietnam, although services have been properly designed ideas, utilities, have the ability to meet customer needs, but if at the stage of supply, and the attitude qualification of staff is not guaranteed, no satisfactory answer questions and advise customers to understand and come to a decision to use products, making customers feel annoyance, the efforts of the ATM in understanding market needs, design specifications and service ... well no longer meaningful.

According to understanding, the service was transferred to customers as committed.

Customers fully satisfied with the efficiency features that the service offers.

Distance 4: Those are exaggerated promises are not the main determine, beyond implementation of the service provider. This is very easy to lose the trust of the customer if the service provider to make advertisement and propaganda than truth.

Customer expectations of service are: the security and safety of the services, costs when using the service, the level of service convenience, the enclosed utility when using the service ...

Agribank by using standard ATM service and technical equipment to the most advanced security and safety of services right with media messages that Agirbank Hagiang want to send to customers. Most of ATM media messages about certification services do not cause discrepancies between the number of services provided in practice so without causing the frustration that caused the trust of customers. Also services ATM diversified by integrating the benefits that come with each card also increases in customer expectations.

Agribank Ha Giang has transferred part of the work of marketing and distributing

consumer products for ATM service department should mostly employees toward ATM business contacts and meet customers. But according to survey, now there's a lot of staff have not understood and correctly understand the service lead to false information and advice to customers. For example, many customers mistakenly thought the only use of cashing of ATM cards, it may serve multiple transactions with banks, securities, contracting, ordering, online payment.

Distance 5: Thus, the Service quality was rated high or low depends on the perception of the actual service of the customers like in the context of what customers expect from Agribank Ha Giang. Distance 5th is the last criteria administrators towards service quality. Size (large or small) and direction (positive or negative) of this distance depends on the distance related to market research, product design, marketing, distribution and sales. Mean gap 5 is a function of others 4 gap.

Gap5 = f (Gap1,Gap2,Gap3,Gap4)

ATM services want to meet some expectations and requirements of customers, or to improve, maintain the Service quality provision should apply synchronization solutions for governance, shortening the distance associated with the service provider.

Distance 5 formed from the difference between perceived quality and expected quality when customers use services ATM service

Agirbank Hagiang has shown that they provide high-quality services, both technical and functional, to meet customer expectations.

Corporate image: the client can feel the Service quality through the initial recognition of bank image, brand reputation and quality services of international standards.

- Technical quality: what customers get from ATM that is good quality, highest security ATM to reduce up the paperwork is not needed, increase labor productivity, towards e-government.

The professional and knowledgeable customer applications as the main developer of the application which is a key element for conducting the process of ATM

ATM is guaranteed legal value, safety, security, registration and operation made simple, fast.

- Quality of functions:

Support registration using digital signatures at the customer location. Customers only need to call the support line, staff of Agribank system will be available to complete the remaining procedures.

Providing value-added for customers. In fact, the standard of living and quality of life, increasing the payment means also changing. Previously, the first non-cash payments are very few people have known it today a popular means of payment. Therefore, to increase the value of their supply for Ha Giang Agribank customers need: 1) Catching the wishes and interests of the customer search for products and services. 2) Keeping up the trend change in concern about products and services. 3) Interested attentive to customers.