Abstract:
This research is aimed to examine “QUALITY EVALUATION ON
CUSTOMER SATISFACTION OF DEPOSIT SERVICE (A CASE STUDY
OF ASIA COMMERCIAL BANK – THANG LONG BRANCH, VIET
NAM)”. It helps people understand and investigates more the usage of deposit
service.
The select variables are based on service quality theory. Regression results
indicate that there are five dimensions, which are Empathy, Assurance,
Reliability, Responsiveness and Tangibles and it have significant effect to
customer satisfaction into each transaction in Asia Commercial Bank through FTest
method.
The researcher believes that customer satisfaction is related with the quality of
service, and measuring can be used like an advantage for quality improvement. To
archive this, the researcher is prepared to present some theoretical background
about quality, some tools for quality improvement, and some tools for measuring
customer satisfaction.
The researcher will use the primary data through 60 questions to survey to
customers which are using the deposit service at Asia Commercial Bank and
program SPSS for analysis the data collected.
The research results show that Reliability, Tangibles, Empathy, and
Responsiveness have significant effect to customer satisfaction in Asia
Commercial Bank. Other dimensions such as Assurance have not significant
effect to customer satisfaction in Asia Commercial Bank via T – Test method.
