Đo lường chất lượng dịch vụ tiền gửi tiết kiệm cá nhân tại ngân hàng Nông nghiệp và Phát triển Nông thôn Việt Nam – Mười năm nhìn lại

Abstract

The research aims at comparing this research results to the same research which was conducted 10 years ago, by measuring the difference between the consumers rating perception and their rating expectation towards personal savings deposit at Vietnam Bank for Agriculture and Rural Development (Agribank), by using SERVQUAL scale dimension-by-dimension approach. The survey was conducted to 280 consumers who are using services at Agribank branches and transaction offices during the last quarter of 2019 towards service perception and service expectation, using the previous research results of Cronbach’s Alpha and EFA, in which there are four main factors: reliability, interaction quality, service environment and price. The comparison results show that the dimensions of both perception and expextation changed positively over the last ten years. Concurrently this research also suggests some activities should-be-done activities to Agribank management to close the perception and expectation gaps, as well as approach and apply new banking applications in the era of open and integrated economy.