Performing enhancing solutions to improve raising capital of Vietnam Technological and Commercial Joint-stock Bank

Abstract

The main purpose of this research are assessing customer satisfaction and their loyalty with the services of Vietnam Technological and Commercial Joint-stock Bank and building models the factors affecting satisfaction and loyalty of clients with services of Vietnam Technological and Commercial Joint-stock Bank.There from, proposing recommendations and solutions to increase customer satisfaction and their loyalty for Vietnam Technological and Commercial Joint-stock Bank. The recommended research model was built on the basis of the theory of the satisfaction and loyalty of customer: Saving products attractive and incentives factors; Quality of professional services banks factors; The banking branch is known and trusted factors; Consultancy dedicated and friendly from the teller factors; Customer care program regularly every month factors. A quantitative study with a sample size 145 customer Techcombank is carried out to assess the scale and test theoretical models. Cronbach Alpha reliability results and explored factor analysis (EFA) showed that the scale will meet the reliability, value and acceptance. Thus, based on the research findings, policy makers, managers of Techcombank will further understand the level of interest, satisfaction and loyalty of customer; proposing recommendations and solutions to increase customer satisfaction and their loyalty for Techcombank. Results after testing scale by Cronbach Alpha, we have identified five factors affecting to Satisfaction and satisfaction affecting to loyalty of customers, regression analysis results five components scale satisfaction of customer are: (1) Quality of professional services banks factors; (2) Customer care program regularly every month factors; (3) Saving products attractive and incentives factors ; (4) Consultancy dedicated and friendly from the teller factors; (5) The banking branch is known and trusted factors have statistically significant and affects the satisfaction and satisfaction affects loyalty of customers, proved that the six hypothesis of the study is acceptable.