臺灣博碩士論文加值系統

In recent years, VietinBank has become the only and first commercial bank in Vietnam after the establishment of the Main Operation Center in 2008 to put into operation a professional center for centralized processing of trade finance and international payments in accordance with international standards. The bank has recorded steady and sustainable growth in trade finance and international payments over the last years. The turnover of trade finance and international payments increased from 12.1 billion US dollars in 2009 to 50.9 billion US dollars in 2015.
VietinBank is also a bank pioneering in development and application of all trade finance products of a modern bank such as factoring, forfeiting, risk participation, supply chain financing, letter of credit, collection documents. This is one of the bank strengths in the financial and banking sector.
In addition, Vietinbank has substantial advantages in rising short and long term funding from foreign financial institutions to facilitate trade finance business, pioneering in research and application of financial structures for international fund raising for trade finance, having successfully concluded a lot of big deals with the world leading financial institutions, obtaining loans at competitive interest rates.
Furthermore, Vietinbank is the first Vietnamese bank to have done successful transactions with a vision towards 2018 to become a modern multi-functional financial banking group of international standard, it is making the best efforts to increase growth rate, capture the market share, maintain the leading role in the banking sector, enhance financial capacities and competitiveness while ensuring safety, efficiency and sustainability of growth and actively contributing to the stability and development of the banking sector and national economy.
Therefore, this master thesis aims to gain a better understanding the customer’s finance and trade satisfaction of Vietnam Joint Stock Commercial Bank for Industry and Trade (Vietinbank).
This study consists of five chapters: Introduction, Literature review, Research methodology, Finding and discussions; and Conclusion. Based on literature review in the second chapter, the author identified five dimensions of service quality that could affect customer satisfaction. Then, a research frame was developed in the third chapter along with research hypothesis and research model. Findings presented in the fourth chapter showed that all five dimensions of service quality affected customer satisfaction. The relationship between service quality and customer satisfaction was confirmed. This results lead to importance managerial implications in the fifth chapter.

In recent years, VietinBank has become the only and first commercial bank in Vietnam after the establishment of the Main Operation Center in 2008 to put into operation a professional center for centralized processing of trade finance and international payments in accordance with international standards. The bank has recorded steady and sustainable growth in trade finance and international payments over the last years. The turnover of trade finance and international payments increased from 12.1 billion US dollars in 2009 to 50.9 billion US dollars in 2015.
VietinBank is also a bank pioneering in development and application of all trade finance products of a modern bank such as factoring, forfeiting, risk participation, supply chain financing, letter of credit, collection documents. This is one of the bank strengths in the financial and banking sector.
In addition, Vietinbank has substantial advantages in rising short and long term funding from foreign financial institutions to facilitate trade finance business, pioneering in research and application of financial structures for international fund raising for trade finance, having successfully concluded a lot of big deals with the world leading financial institutions, obtaining loans at competitive interest rates.
Furthermore, Vietinbank is the first Vietnamese bank to have done successful transactions with a vision towards 2018 to become a modern multi-functional financial banking group of international standard, it is making the best efforts to increase growth rate, capture the market share, maintain the leading role in the banking sector, enhance financial capacities and competitiveness while ensuring safety, efficiency and sustainability of growth and actively contributing to the stability and development of the banking sector and national economy.
Therefore, this master thesis aims to gain a better understanding the customer’s finance and trade satisfaction of Vietnam Joint Stock Commercial Bank for Industry and Trade (Vietinbank).
This study consists of five chapters: Introduction, Literature review, Research methodology, Finding and discussions; and Conclusion. Based on literature review in the second chapter, the author identified five dimensions of service quality that could affect customer satisfaction. Then, a research frame was developed in the third chapter along with research hypothesis and research model. Findings presented in the fourth chapter showed that all five dimensions of service quality affected customer satisfaction. The relationship between service quality and customer satisfaction was confirmed. This results lead to importance managerial implications in the fifth chapter.

ACKNOWLEDGMENTS I
ABSTRACT II
Contents IV
Tables V
Figures VI
Chapter 1 Introduction 7
1.1 Research background 7
1.2 Overview of Vietinbank 9
1.2.1 Trade and finance servives for individual customers at Vietinbank 9
1.2.2 Review of trade and finance service performance of Vietinbank 12
1.3 Research motivation 14
1.4 Research purpose 14
1.5 Research mehodology 15
1.6 Research procedure 15
1.7 Research organization 16
Chapter 2 Literature review 18
2.1 Service and service quality 18
2.1.1 Definition of service 18
2.1.2 Definition of service quality 19
2.2 Customer satisfaction 23
2.2.1 Satisfaction scale 24
2.3 Service quality and customer satisfaction in banking industry 25
2.4 The relationship between service quality and customer satisfaction 28
Chapter 3 Research methodology 29
3.1 Research framework 29
3.2 Research approach 30
3.3 Quantitative research methodology 30
3.4 Research model 31
3.5 Research hypotheses 31
3.6 Variable measurement 32
3.7 Method of data collection and data analysis 35
3.7.1 Method of data colletion 35
3.7.2 Method of data analysis 36
Chapter 4 Research results and analysis 38
4.1 Descriptive statistics of respondents 38
4.2 Descriptive statistics of measurement items 39
4.3. Reliability of variables 42
4.3.1. Cronbach’s Alpha for factors 42
4.3.2. Cronbach’s Alpha for variables 42
4.4. Exploratory factor analysis 45
4.5. Hypothesis test 49
4.5.1. Multi-regression analysis 49
4.5.2. Test hypothesis H1, H2, H3, H4, H5 51
4.6. Test the impact of demographic factors 51
Chapter 5 Implications, Conclusions and Recommendations 55
5.1. Conclusion 55
5.2. Recommendations 56
5.3. Research limitations 60
References 62
Attachment 69
Appendix 1: Questionnaire Survey. 69

I. English
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