A study on the Influence of Service Quality on Customer Satisfaction at Techcombank Bat Dan

Becoming an official member of the WTO, Vietnam economy has given not only many favorable opportunities but also fierce competition. Due to the intense competition of market, Vietnamese banks are trying to implement many methods such as using modern technology, or offer new products to attract more customers. Defining factors that affect customers’ satisfaction is more important to a service firm like Techcombank as this helps the firm to understand customers’ needs to fulfill and maximize its profit. The main objectives of this study is to measure the influence of service quality on customer satisfaction at Techcombank – Bat Dan Branch in order to help them to add more value to service quality and improved the level of customer satisfaction. The study showed that level of customer satisfaction with the services at Techcombank Bat Dan is relatively high. Among three dimensions of service quality which has impact on customer satisfaction (reliability, tangibles, empathy), customers perceive the tangible dimension at highest level and the five dimensions have positive impact on service quality and customer satisfaction. The study results showed that gender, occupation, age, kind of customer have no influence on customer satisfaction.