An Empirical Assessment of Customer Satisfaction with International payment services: A case Study at BIDV Haiduong

Abstract

The purpose of this research is to evaluate international payment services at Bank for Investment and Development of Vietnam, Haiduong branch by using SERVQUAL scale.This paper try to find out influential factors on customer satisfaction with the international payment services, and define influence density of each factor on customer satisfaction with the service so that the managers could use them as hints for further development of the service. The research framework is designed after literature review on related theories and models. A survey by questionnaire is conducted and samples are the customers of the international payment services at BIDV Haiduong. The collected data is analyzed by using SPSS. The findings show that there are four factors influencing customer satisfaction with the services, which are assurance and price competitiveness, responsiveness, tangibles, and stable service fee. The empirical results indicate that factor “tangibles” negatively influence customer satisfaction and factor “reliability” is not significant to customer satisfaction. It is also shown that there is mean difference between groups by time of using the service, and type of service; however, there is no difference between ii groups by type of customer. This study try to identify and analyze research questions apply to the service providers and opens measures to improve customer satisfaction with the international payment services at BIDV Haiduong. Key words: customer satisfaction, international payment, service quality, SERVQUAL model.