臺灣博碩士論文加值系統

These days all the banks are realizing the significance of customer – centered philosophies. One of the key challenges of them is how they manage service quality which holds a great importantce to customer satisfication.
The purpose of this thesis is to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on detail literature review, a frame of reference was developed. The thesis is to explore the service quality features (tangible, reliability, responsiveness, assurance and empathy) affect to International Payment by L/C in the context of Vietnam. The empirical data are drawn from 200 customers of ACB bank in Vietnam. The results indicate important findings: the interation of services quality into international payment by L/C. In addition, implications and limitations of this thesis as well as directions for future research are dicussed. It is against this background that this research tries to evaluate factors that affect to service quality for bank performance in Asia Commercial Bank of Vietnam.
Finally price, speed of installation, speed of delivery was new dimensions found in this thesis.

These days all the banks are realizing the significance of customer – centered philosophies. One of the key challenges of them is how they manage service quality which holds a great importantce to customer satisfication.
The purpose of this thesis is to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on detail literature review, a frame of reference was developed. The thesis is to explore the service quality features (tangible, reliability, responsiveness, assurance and empathy) affect to International Payment by L/C in the context of Vietnam. The empirical data are drawn from 200 customers of ACB bank in Vietnam. The results indicate important findings: the interation of services quality into international payment by L/C. In addition, implications and limitations of this thesis as well as directions for future research are dicussed. It is against this background that this research tries to evaluate factors that affect to service quality for bank performance in Asia Commercial Bank of Vietnam.
Finally price, speed of installation, speed of delivery was new dimensions found in this thesis.

ACKNOWLEDGMENTS I
ABSTRACT II
Contents III
Tables V
Figures VI
Chapter 1 Introduction 1
1.1 Research Background 2
1.2 Research Purpose 4
1.3 Research Objectives 4
1.4 Research Scope and Limitations 5
1.4.1 Object and scope of research. 5
1.5 Overview of ACB 5
1.6 Reasearch Procedure 7
Chapter 2 Literature Review 9
2.1 Services and Services Quality 9
2.1.1 Definition of services. 9
2.1.2 Definition of services quality. 10
2.2 Customer Satisfaction 15
2.2.1 Customer satisfaction. 16
2.2.2 Satisfaction scales 17
2.3 Service Quality and Customer Satisfaction in Banking 18
2.4 The Relative between Service Quality and Customer Satisfaction 22
2.5 ACB Review 23
2.5.1 Financial review. 23
2.5.2 Business review. 23
Chapter 3 Research Methodology 25
3.1 Research Frame Work 25
3.2 Research Approach 26
3.3 Quantitative Research Model 26
3.4 Research Model 27
3.5 Research Hypothesis 27
3.6 Variable Measurement and Questionaire Design 29
3.6.1 Variable measurement. 29
3.6.2 Questionaire design. 30
3.7 Sampling 32
Chapter 4 Research Results and Analysis 33
4.1 Data Analysis 33
4.1.1 One sample T-test. 34
4.1.2 One way ANOVA. 34
4.1.3 Two way ANOVA. 35
4.1.4 Correlation and linear. 35
4.2 Description of Study Sampling 35
Descriptive statistics on customer assessment for ACB 37
4.3 Inspection and Measurement Model 41
4.3.1 Exploray factor analysis (EFA). 42
4.3.2 Descriptive statistics on the factors affecting effectiveness the service quality of international payment by L/C. 43
4.3.3 Explorary factor analysis (EFA) for the scale of customer satisfaction of international payment by L/C at ACB 44
4.4 Testing of Hypotheses and Research Model 46
4.4.1 Analysis of the correlation matrix. 46
4.4.2 The impact of service qualiy scale components to customer satisfaction. 47
4.4.3 Results of the Theoretical Model. 49
Chapter 5 Conclusions, Recommendations and Implications 52
5.1 Conclusions and Recommendations 52
5.2 Implication 53
5.2.1 For the State. 53
5.2.2 To improve and develop the inter-bank foreign exchange market. 54
5.2.3 For ACB. 55
5.2.4 For the customers. 58
5.3 Conclusion 59
Reference 60
Appendix 1 63
Appendix 2 73
Appendix 3 78

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