期刊名称：European Journal of Business and Social Sciences
印刷版ISSN：2235-767X
出版年度：2016
卷号：5
期号：6
页码：61-72
出版社：European Society of Business and Social Sciences
摘要：The banking system is a catalyst and engine of growth that isresponsible for being a life wire to every sector of the economy.It is evident that no sector in the economy can flourish orprosper without the support and quality services of the banking sector.Moreover, service quality is one of the critical success factors thatinfluence the competitiveness of a commercial bank into TPP.Financial services represent one of the largest service sectors inVietnam. It is a large and growing source of employment for manyVietnamese people. The paper objectives are to find out, test factorsaffecting the service quality and to give the recommendationsimproving service quality. The results of the paper showed that therewere five factors, which included of factors following: Component 1was Assurance (X1), Component 2 was Responsiveness (X2),Component 3 was Tangibles (X3), Component 4 is Reliability (X4) andComponent 5 was Empathy (X5) for affecting the service quality ofcommercial banks in Ho Chi Minh City with 5 % significance level. Inaddition, the research result was processed by SPSS 20.0 software. Theparameters of the model estimated by Least - Squares Method testedfor the model assumption with 5% significance level.
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