Research limitation

Beside the contribute to Eximbank as particular and banking industry in general, this study also has some limitation as: the question is still not well designed and the number of questionnaire is just meet the reasonable and just conducted in the Eximbank. The future research should based on this study result and conduct with lager sample and more various banks as well as multiple industry.

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Appendix A: Questionnaire (English Version)

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 SD D N A SA

1 2 3 4 5

Vietin Bank guarantee security issue     

Vietin Bank Provide timely service as committed      The deposit products and services of Vietin Bank

were performed accurately     

Vietin Bank Provide complete information,

accurate and timely     

Bank guarantee security issue     

Diverse products and services to meet customer

needs     

I am a Vietnamese graduate student of International Master of Business of Administration program I-Shou University, Taiwan. My master thesis is about “ The impact of service quality and customer satisfaction on customer loyalty: The Case of EXIMBANKS in Viet Nam.” 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.

Employees interested in the individual

requirements of the customer     

Always listen to customers     

Always polite, friendly customer     

The location of transaction is convenience and in

accordance with customer needs     

Spacious transaction, using modern technology     

Nice layout of the counter, identifiable for

Customers     

The staff dresses polite     

Paper forms to be used in transactions were

designed easily     

VietinBank offers more benefits than costs me

money     

VietinBank is the best among competing banks     

VietinBank is much better than what I expected     

Ready to become long-term customers of banks     

Ready to introduce family and friends     

If there are minor issues and comments will

continue to use the services of the bank     

Appendix B: Questionnaire

Vị trí của các điểm giao dịch thuận tiện, phù hợp với nhu

cầu khách hàng   

Điểm giao dịch khang trang, sử dụng công nghệ hiện đại   

Cách bố trí các quầy giao dịch hợp lý, khách hàng dễ nhận

biết   

Nhân viên có trang phục lịch sự   

Giấy tờ biểu mẫu sử dụng trong giao dịch được thiết kế dễ

dàng   

Tôi hoàn toàn hài lòng khi giao dịch với VietinBank   

Tôi sẽ tiếp tục giao dịch với VietinBank khi có nhu cầu

trong thời gian tới   

Tôi sẽ giới thiệu người khác đến giao dịch tại VietinBank   

Ngân hàng đảm bảo vấn đề bảo mật   

Part B: Thông tin cá nhân

1.Giới tính của quý khách:  Nam  Nữ

2. Tuổi của quý khách (years old):  20-35 tuổi  36-45 tuổi  46-55 tuổi

 Hơn 55 tuổi

3. Trình độ của quý khách  Cấp 3  Trung cấp – cao đẳng  Đại học

 Thạc sĩ hoặc hơn

4. Thu nhập một tháng của quý khách Dưới 5 triệu  6-10 triệu.

 11-20 triệu.  hơn 20 triệu.

Cám ơn quý khách!