Abstract
The outbreak of the Covid-19 pandemic caused a serious impact on the business activities of enterprises and households, affecting the operation of banks around the world, especially for capital mobilization from those with savings deposits at commercial banks. In face of the unpredictable developments of the pandemic, many services of banks in Vietnam were also affected, so it has been necessary to make a plan to maintain business operations and respond effectively to these difficulties. In this study, the authors used three research models to form a three-dimensional frame of reference (past, present, and future) to identify, analyze, and evaluate the factors affecting the service quality of commercial banks’ savings deposit mobilization, and to suggest solutions that can minimize risks and improve customer satisfaction for savings deposits at commercial banks, improve service quality to avoid potential long-term risks, as well as maintain sustainable growth and social stability in the future.
Highlights
The outbreak of the Covid-19 pandemic caused a serious impact on the business activities of enterprises and households, affecting the operation of banks around the world, especially for capital mobilization from those with savings deposits at commercial banks
The authors used the Binary Logistic model to calculate the probability of capital withdrawal ahead of time for savings deposits at commercial banks, thereby of capital withdrawal ahead of time for savings deposits at commercial banks, thereby giving customers advice on appropriate service packages in transactions to avoid the risk giving customers advice on appropriate service packages in transactions to avoid the risk of premature capital withdrawal and a very low demand interest rate, greatly affecting of premature capital withdrawal and a very low demand interest rate, greatly affecting customer satisfaction and the service quality of commercial banks
The authors assign to customer satisfaction and the service quality of commercial banks
Summary
The outbreak of the Covid-19 pandemic caused a serious impact on the business activities of enterprises and households, affecting the operation of banks around the world, especially for capital mobilization from those with savings deposits at commercial banks. In face of the unpredictable developments of the pandemic, many services of banks in Vietnam were affected, so it has been necessary to make a plan to maintain business operations and respond effectively to these difficulties. Over the past 10 years, the leaders of Vietnam’s commercial banks have been changing their strategies to focus on more exploitation of retail activities. This strategy aims to diversify revenue sources, minimize operational risks, and achieve the best business efficiency. In recent years, the race to attract demand deposit resources is booming among banks, because this service reflects the efficiency of providing comprehensive banking and financial services, especially attracting customers to use digital banking services
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