文章基本信息

标题：The Factors Impact on the Service Quality of People’s Credit Funds: The Case of Mekong Delta River in Vietnam
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作者：Tran Thi Thanh Tu ; Tran Thi Thanh Tu ; Do Hong Nhung 等
期刊名称：Accounting and Finance Research
印刷版ISSN：1927-5986
电子版ISSN：1927-5994
出版年度：2017
卷号：6
期号：2
页码：150-162
DOI：10.5430/afr.v6n2p150
语种：English
出版社：Sciedu Press
摘要：The paper used results of the survey of 100 clients from 24 PCFs in 3 provinces in the Mekong Delta River in Vietnam. By applying Explanatory Factor Analysis methodology, the result of study showed that tangibles (TAN), responsiveness (RES), reliability (REL), assurances (ASS), and empathy (EMP)affecting to the service quality of PCFs in Mekong Delta River in Vietnam. The research found that PCFs’ service quality would be increased if their empathy and tangibility improved. Then, PCFs’ managers should pay more on creating incentives for credit officers to improve their sympathy and understanding customers needs as well as enhancing appearances of PCF staffs and transaction offices.
关键词：PCFs;EFA;Performance;service quality