BUSN20016: Assessment of Assignment 3
Assessment criteria Total
marks
Marks
obtained
A statement of the problem, research aim, objectives
and research questions
All
criteria
are
equally
weighted
Justification and potential output of the research
Conceptual framework
Methodology, organisation of the study, project
budget and schedule
Accurate referencing, use of correct English and
logical sequences between sentences and paragraphs
and a good introduction
Total Marks 50
Mark reduction for Turnitin similarity (It's up to the
lecturer/markers/course coordinator's judgement)
Mark reduction for late submission (5% mark
reduction for each day of late submission)
Grand total = 50
PROJECT PROPOSAL
Service Quality of Banking – A Case Study in Vietnamese Retail banking
Assignment 3
Research in Business
Name of the Student:
Student ID:
A research proposal submitted to the School of Business and Law, in fulfilment
of the requirements of BUSN20016 (Research in Business) for the degree of
Master ****
June 2017
Contents
SECTION 1 ........................................................................................................................................................... 1
INTRODUCTION .............................................................................................................................................. 1
PROBLEM STATEMENT ................................................................................................................................... 2
RESEARCH OBJECTIVES / QUESTIONS ............................................................................................................ 3
JUSTICATION OF THE PROJECT ....................................................................................................................... 4
EXPECTED RESEARCH OUTPUT / OUTCOME .................................................................................................. 5
SECTION 2 ........................................................................................................................................................... 6
THEORETICAL FRAMEWORK AND RESEARCH HYPOTHESIS ........................................................................... 6
RESEARCH METHODOLOGY ............................................................................................................................ 9
SECTION 3 ......................................................................................................................................................... 11
ORGANISATION OF THE STUDY .................................................................................................................... 11
GANTT CHART............................................................................................................................................... 12
PROJECT BUDGET AND BUDGET JUSTICATION ............................................................................................ 12
REFERENCES ..................................................................................................................................................... 14
Appendix A ....................................................................................................................................................... 16
Appendix B ....................................................................................................................................................... 19
BUSN20016 ‐ Research proposal
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SECTION 1
INTRODUCTION
Bank plays a significant role in the economic distribution for the development of a
country. It is a financial firm accepting deposits and channels those deposits into lending
activities either directly or through capital market (Nagabhuhaman, 2013). A bank works as
an intermediary to connect people who practice financial activities via investing, lending,
borrowing, transferring and a various economic purposes.
In the context of globalisation and modernisation in the financial market, it does not
only provide great opportunities for bankers to develop their business by establishing
branches in foreign countries with the goal to interest more customers, maximise profit, and
enhance their trademark; but also provide various benefits for customers with efficient and
excellent service (Ngo & Nguyen Huan, 2016). In fact, in the current competitive business
world, firms analyse customers’ attitudes and opinions since these have an impact on long
term demand and profitability (Silvio et at., 2014). This is appropriate in the banking
industry, especially as customers become more demanding and financially literate. Hence,
banks are forced to carry out more services beyond their offers. There are many evidences
which have been proven by some researchers that service quality has become an aspect of
customer satisfaction, in other word, service quality is related to customer’s satisfaction
(Corneliu, 2013).
In fact, there is a significant amount of research in this area in particular countries;
this research proposal will provide and examine the main idea in the area of the relationship
between service quality and customer satisfaction, and the significant role of customer
satisfaction in banking success. The other aim of this project is to investigate whether or not
there is link between service quality and a firms’ economic performance in the retail
banking sector.
This assignment will be organised as follows. Firstly, Section One will include the
Introduction, then respectively followed by the Problem Statement, Research Objectives,
Justification of the project and the Expected research output. Secondly, Section Two will
explore two aspects, which are Theoretical framework and Research hypothesis; and
Research methodology. Finally, Section Three will contain Organisation of this study, Gantt
chart and Project Budget. BUSN20016 ‐ Research proposal
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PROBLEM STATEMENT
In the two decades, the Vietnamese banking industry, especially in retail banking
sector, a pattern plainly in evidence is that Vietnam witnessed a sharp climb in quantity of
opening checking account, cards, and substantial increasing in economics transaction
through the bank (State Bank of Vietnam, 2014). Vietnam, as an Asian country and
developing economy, has very specific characteristics differentiating it from other contexts
used in previous studies to examine the interrelationship between service quality, customer
satisfaction, and customer loyalty. Firstly, for historical reasons, the Vietnamese economy
has been experiencing a transformation from a state-controlled economy to a market-driven
economy since 1986 (State bank of Vietnam). Because of this fact, the premises of
competitive advantages, and relationship marketing in particular, are new practices for both
firms and clienteles in Vietnam (Ngo Vu & Nguyen Huan, 2016). Secondly, Vietnamese
retail banking industry in particular is very different from is counterparts in Western
countries or developed economies with regard to how banks compete with each other.
Vietnamese banks are considered one of the important areas to invest in source for
investing, besides their traditional role of a safe place to save money (Ngo Vu & Nguyen
Huan, 2016). Hence, Vietnamese banks compete largely by means of the prices of their
services or interest rates for deposit and loans. Although in recent years Vietnamese banks
have been heading towards building a maintainable competitive advantage via the quality of
their products or services and close relationship with their customers, this shift needs time
and price is still the top priority of most of the banks for competing (Ngo Vu & Nguyen
Huan, 2016). Finally, the increased competition in with not only domestic firms, but
international organisations, has grown up. So, various firms are forcing to review their
service quality strategy because the highly educated customers and rise in standard living.
Many business companies should concentrate on more efforts to retain existing consumers
rather than acquiring new customers. The reason is that the acquiring cost for new
customers is higher than the retaining cost for existing customers (Nagabhushanam, 2013;
Ya-Ling & Shari, 2013).
Service quality is one of significant factor that banks must concentrate on achieve
their goals (Ngo Vu & Nguyen Huan, 2016; Razminia, et al., 2016; Ya-Ling & Shari,
2013 ). Such investigation is necessary if relationship quality is to be meaningful managed
in the retail banking industry. Moreover, maximum customer satisfaction via excellent
service quality can lead banks to achieve effective cost control and greater market value
(Ya-Ling & Shari, 2013).
BUSN20016 ‐ Research proposal
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RESEARCH OBJECTIVES / QUESTIONS
The goal of this project is to identify the interrelationship between service quality and
customer satisfaction. A significant consequence of service quality is to achieve the firm’s
goals in the retail banking sector in Vietnam. Another aim of this project is to investigate
the role of service quality in increasing the profitable strategy of banking.
To be more specific, this project purposes to answer the research questions following:
• RQ 1: What do you mean by service quality?
• RQ 2: How does service quality relate to customer satisfaction and loyalty?
• RQ 3: Why does service quality play an important role in increasing bank’s
performance?
• RQ 4: How does the service quality affect the target business?
• RQ 5: Whether (or not) there is a link between service quality and bank’s profits?
• RQ 6: How is the service quality’s index measured?
These questions above will help to achieve the aims of this assignment, which are:
The correlation between service quality and customer satisfaction
Analysing the significant role of service quality in banking activities for sustainable
development.
Classifying whether or not economic effects of service quality impact on banks’
profit.
BUSN20016 ‐ Research proposal
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JUSTICATION OF THE PROJECT
Significantly, the theory of association quality has been found to be core of
sustaining a strong relationship between purchasers and wholesalers (Lewis & Soureli,
2006). In retail banking, the development of a strong, high quality customer relationship
improves customer satisfaction and their loyalty is continuing to be argued in researching
areas (Lewis & Soureli, 2006). Consumers are more focused on their benefit and have
higher financial knowledge of services and products, which become more and more similar
between all banks (Dinh & Pickler, 2012). In addition, customers will easily move to
another bank if they receive the worse service, or they do not feel happy and comfortable
with their providers (Dinh & Pickler, 2012). So relationship quality influences “repurchase
intention, cross-buying intention, recommendation behaviour, and reduced switching
behaviour to competitor offerings” (Tung & Carlson, 2013, p139).
Most of the previous research studies about impacts of service quality have been
conducted in Western and developed countries, which are generally recognised as having
numerous differences compared to Eastern and developing countries in terms of cultures
and customers’ need (Ngo Vu & Nguyen Huan, 2016). This proposal will be undertaken
with the benefit of in-depth literature review and feedback from customers of specific
chosen retail banking in Vietnam (via surveys and questionnaires). Those responses will
inform about the significant impacts of service quality for either economic benefit or
business survival. It also helps the managers in Vietnamese retail banking to develop their
long term strategy for sustainable development.
From these circumstances, this research proposal produces some benefits when
conducting as follows:
It will support those who wish to understand how service quality can affect banking’s
performance as well as their profits.
This research proposal will also help widen the understanding of the relationship
between service quality and customer satisfaction.
Banking managers can correlate between service quality and consumer’s loyalty to
decide the strategy for their sustainable development within the intense competition
of the financial market.
The outcomes were obtained from this research proposal will be of use to business
owners, researchers and policy makers.
This proposal will be extremely helpful to the retail banking in Vietnam as they can
understand the effects of service quality and customer satisfaction, and whether or
not there is a correlation between service quality and banking profitability. This, in
turn will help them be better prepared and pro-active in making a quality strategy in
the future.
BUSN20016 ‐ Research proposal
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EXPECTED RESEARCH OUTPUT / OUTCOME
The outcomes of this project proposal is that will deliver a theoretical framework for
examining the service quality, which has been affecting the banking industry’s performance
general, particularly in retail banking. By analysing and practising in a professional manner,
service quality does not only enhance the sustainable development, but also determines
business survival (Tung & Carlson, 2013). Though the response of customers, being
surveyed service quality could be highly variable, it will support an understanding of the
relationship between service quality and customer satisfaction.
Banking managers can apply this correlation between service quality and consumer’s
loyalty to decide the strategy for their sustainable development for future intense
competition in the financial market.
The outcomes were obtained from this research proposal will be of used by business
owners, researchers and policy makers.
This proposal will be extremely helpful to the retail banking in Vietnam as they can
understand the effects of service quality and customer satisfaction, and whether or
not there is a correlation between service quality and banking’s economic
performance. This, in turn will help them be better prepared and pro-active in
forming a quality strategy for the future.
BUSN20016 ‐ Research proposal
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SECTION 2
THEORETICAL FRAMEWORK AND RESEARCH HYPOTHESIS
Service quality is the main factor in the service business firms (Dubey & Alam,
2012; Tung & Carlson, 2013; Ngo Vu & Nguyen Huan, 2016). In the other word, this key
majorly influence in the growth and sustainable development of any service enterprise in
general, particular in banking industry.
According to Abdullah, Andrew & Ho (2010) state that in the ever-changing world,
bank need to embrace this change and address this change proactively by going to the
customer first and offering better products and value – added service. Banks are beginning
to analyse their current practices the presence of competitors, the changes in technology,
different government policies to form a strategy to attract and retain customers (Abdullah,
Andrew & Ho, 2010).
The reason is that the specific characteristics of service are heterogeneity,
perishability, intangibility and dimensions (Sunayna, 2013). The bank’s managers should
focus on how to send out the superior service provision since service quality affects the
decision making process of consumers as well as, impacts customer satisfaction and
purchase retention. In other words, the business survival depends on how good the service,
is so banks should pay close attention by providing range of products fairly similar to
conpetitors in the financial market (Sunayna, 2013). According to Nagabhushanam (2013)
quality of service has been upgraded as compared to old-style banking service. By many
changing ways in providing service, the bank enhances the higher and better quality service
for customers via internet-banking, phone banking, automated teller machine, unique and
convenient app using by smart phone.
The widest application which measures service quality is SERVQUAL (Source:
Zeithaml, Parasuraman & Berry, 1985). The dependent variable of service quality’s
dimension is influenced by five independent variables: Assurance, Tangibles, Reliability,
Responsiveness and Empathy. The SERVQUAL tool, offered by the private researchers has
been used often in the banking industry, for measuring the service quality (Nagabhushanam,
2013). There are complex dimensional concepts that help in measuring the service quality,
however, those dimensions above were used in collecting the response of the research. The
following diagram indicates a conceptual framework to understand the elements of service
quality. BUSN20016 ‐ Research proposal
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Figure 1: Measuring service quality by five demensions
Source: SERVQUAL instrument (Zeithaml, Parasuraman & Berry, 1985)
Five dimensions (Source: Zeithaml, Parasuraman & Berry) were defined as follows:
Assurance: conveying trust and confidence through the knowledge and courtesy of
employees.
Tangibles: Appearing of physical facilities, staff, equipment and communication
materials
Reliability: Ability to provide accurate information and service which realize the
promise given.
Responsiveness: Ability and willingness to help consumers and providing them with
appropriate service
Empathy: customers will be received the firms’ caring and individualised attention.
SERVICE
QUALITY
Assurance
Tangibles
Reliability
Responsiveness
Empathy BUSN20016 ‐ Research proposal
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By applying these five SERVQUAL dimensions, the service enterprises may measure
the gap between the customers’ expectation for excellent service and their perception of
actual service delivered. It also helps to mention the areas which need quality
improvements, target training opportunities for service staff as well as provide value
information that leads to practical implications for a service manager.
Maximising profits and minimising cost are the principal objectives of almost all
companies. There are a range options for achieving these purposes, it can be increasing in
sales, cut-off inappropriate costs, developing marketing’s activities. One of the aspects that
can help profit maximisation is customer satisfaction, the reason is that satisfaction leads to
customer loyalty, suggestion and repeat buying (Wilson et al., 2008, as cited in Corneliu,
2013).
The main hypotheses that could be applied for this research proposal:
Hypothesis 1:
H0: Null hypothesis: Service quality relates to customer satisfaction in Vietnamese
retail banking
H1: Alternate hypothesis: Service quality does not relate to customer satisfaction in
Vietnamese retail banking
Hypothesis 2:
H0: Null hypothesis: Service quality affects the bank’ profitable performance in
Vietnamese retail banking
H1: Alternate hypothesis: Service quality do not affect the bank’ profitable
performance in Vietnamese retail banking
The theoretical framework indicates the correlation between service quality and
customer satisfaction which affects purchase intention, decreases switching behaviour to
competitor offerings. It will lead service firms achieving profitable targets, so service
quality was believed to be the best and appropriate solution to sustainability of banking’s
development in this century.
BUSN20016 ‐ Research proposal
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RESEARCH METHODOLOGY
For analysing the purpose of the research proposal, various methodologies were
undertaken in an efficient way. Some of the research methodologies as follows:
Literature review
The secondary data which includes the in-depth study of the relevant literature, was
obtained from books, journals articles, Google scholars and researches which is the
beneficial resources from various professors and researchers. The content of these
documents were directed to analyse and investigate the relationship of service quality
and customer’s satisfaction which will lead consumer loyalty, and the influence of
quality in the success of service firms not only on profit but also on sustainable
development.
Survey / questionnaires (Data collection method):
The data and the information will be collected from the various sources and
different surveys will be scrutinised, so that this proposal can be known as the gross
job flow that are responded for the main problems. The various information sources
can be used as the primary data collection by using the questionnaire. As far as the
secondary data is concerned, it is also beneficial to provide a solution for the research
issue.
The questionnaire will be prepared for the purposes of clarifying the service
quality of the bank, located in Vietnam using surveymonkey website, which allows
the survey to be distributed two languages: English and Vietnamese. The model for
this questionnaire have been provided in the Appendix A and B to obtain customer’s
experiences on Vietnamese retail banking service.
Face-to-face technique: the main advantage of this technique is that quickly
and clearly response, guarantee the accurate manner (Sekaran & Bougie, 2016).
However, this method also includes some drawback such as the cost incurring when
the various sampling need to conduct, takes personal time, may has some bias.
Data analysis Method: Qualitative and Quantitative are the two main methods for
data analysing. Quantitative analysis will be using diagrams such as histogram, pie
chart, bar chart. BUSN20016 ‐ Research proposal
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Quantitative analysis: quantitative analysis requires a clean and structured
database as a first and significant stage. Descriptive statistics can be applied
for analysing quantitative data, for example testing goodness of fit, chi-square,
anova, manova, and so on.
Qualitative analysis: the use of the concept from literature can create the
findings and the correlation could be investigated based on the respond from
online forums and surveys.
Population of this project may include 300 customers from the five biggest
Vietnamese retail banking. With the 200 samples for online questionnaire, and 100
samples for the survey by using face-to-face interview technique.
The research proposal may need to consider all the methodologies in a mixture for carrying
out the research in the research appropriately. Hence, one can arrive at a correct solution for
the identified problem statement. By analysing the responses which were obtained via the
different surveys and the examination of the literature review, the data will be organised in
the proper way.
BUSN20016 ‐ Research proposal
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SECTION 3
ORGANISATION OF THE STUDY
The organisation of the study is outlined below, is mentioned through some key chapters:
Chapter one will be the Research Proposal which have been mentioned in the assignment
Chapter two will define and analyse the case study of the service quality in retail banking in
general, particular in Vietnam
Chapter three will contain the research methodology such as literature review, survey online
for collecting data
Chapter four will report the Gantt and Estimated Budget of the research proposal
Chapter five will conclusion in brief about the significant investigation and findings for
consideration on the way banks should develop strategy in the long term.
BUSN20016 ‐ Research proposal
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GANTT CHART
The below mentioned table outlines the timeline for completing the entire project:
Table 1: The timeline for the whole project
Task name Start day End day
Duration
(days)
Project Proposal 15‐Aug‐16 20‐Aug‐16 5
Literature Review 21‐Aug‐16 6‐Sep‐16 16
Data Collection 6‐Sep‐16 26‐Sep‐16 20
Data Analysis 27‐Sep‐16 15‐Oct‐16 18
Final Report Submission 16‐Oct‐16 10‐Nov‐16 25
PROJECT BUDGET AND BUDGET JUSTICATION
The research proposal’s estimated budget is around $5,000 in order to complete this project
following the time frame as provided in the Gantt chart
There are numerous specified aims for the following mentioned budget:
The Literature Review to be undertaken requires the use of textbook, journal articles and
various online resources. This will cost around $1,000
Data collection in the form of survey and questionnaires include printing, face-to-face
interviewing, posting, mailing, and utility expense for those doing this project. In case the
organisation decide to collect data by e-mail which might land in the junk box or spam
folder by using the free-way to reach the public, it will bring non beneficial respond. So
using the traditional method will cost around $3,000.
BUSN20016 ‐ Research proposal
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For accessing all information from chart, graphs for Data analysis, it will also require some
amount that will cost approximately $1,000.
Summary of the Budget
Table 2: summary of the budget
Purpose Estimated amount to be
spent
Literature Review $1,000
Data Collection $3,000
Data Analysis $1,000
Total Budget $5,000
BUSN20016 ‐ Research proposal
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REFERENCES
Abdullah, F., Andrew, J. V., & Ho, V. B. (2010). Identifying and Validating Dimensions of Service
Quality for The Banking Industry In Malaysia. Journal of Global Business &
Economics, 1(1), 79-98.
Ackah, 2014. Linkin website. Retried from https://www.linkedin.com/pulse/20141014164938-
198507110-services-quality-and-customer-satisfaction-in-the-banking-industries
Bedi, M. (2010). An Integrated Framework for Service Quality, Customer Satisfaction and
Behavioral Responses in Indian Banking Industry - A Comparison of Public and Private
Sector Banks. Journal of Services Research, 10(1), 157-172.
Corneliu, B. (2013). The Quality of Banking Service - A Basic Premise of A Bank
Sustainability. Annals of The University Of Oradea, Economic Science Series, 22(2), 430-
439.
Dinh, V., & Pickler, L. (2012). Examining Service Quality and Customer Satisfaction in the Retail
Banking Sector in Vietnam. Journal of Relationship Marketing, 11(4), 199-214.
doi:10.1080/15332667.2012.741022
Dubey, S., & Alam, M. (2012). Service Quality from a Resource-Based Perspective for Innovations
in the Indian Banking Industry. ASCI Journal of Management, 42(1), 66-93.
Khan, M. M., & Fasih, M. (2014). Impact of Service Quality on Customer Satisfaction and
Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce & Social
Sciences, 8(2), 331-354.
Khurana, S. (2014). The Relationship between Service Quality and Customer Satisfaction: An
Empirical Study of the Indian Banking Industry. IUP Journal of Bank Management, 13(4),
51-62.
Mei Mei, L., Cheung, R., Lam, A. C., & Yuen Ting, C. (2013). Measuring Service Quality in the
Banking Industry: A Hong Kong Based Study. Contemporary Management Research, 9(3),
263-282. doi:10.7903/cmr.11060
Nagabhushanam, M., 2014. Analyz Research Solution Pvt Ltd Banalore. A Study on Customer
Service Quality of Banks in India.
Ngo Vu, M., & Nguyen Huan, H. (2016). The Relationship between Service Quality, Customer
Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking
Sector. Journal Of Competitiveness,8(2), 103-116. doi:10.7441/joc.2016.02.08 BUSN20016 ‐ Research proposal
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Qualtrics Support, 2016. Retried from https://www.qualtrics.com/support/research-
resources/service-quality-surveys/
Razminia, E., Mirsardoo, S., Shabani, S., & Shafiee, H. (2016). The Effect of Service Quality
Dimensions on Customer Satisfaction: A Case Study of Saderat Bank of Iran. International
Journal Of Management, Accounting & Economics, 3(3), 202-210.
Sunayna. (2013). Service Quality Versus Customer Satisfaction in Banking Sector: A Literature
Review. IUP Journal Of Marketing Management, 12(4), 65-78.
Tung, B., & Carlson, J. (2013). Modeling a Formative Measure of Relationship Quality and Its
Effects: Evidence From the Hong Kong Retail Banking Industry. Services Marketing
Quarterly, 34(2), 139-158. doi:10.1080/15332969.2013.770674
Ya-Ling, W., & Shari S. C., S. (2013). Do Happier Customers Generate More Profits? An Analysis
of Customer Contribution in a Bank. Asia Pacific Management Review, 18(4), 391-406.
doi:10.6126/APMR.2013.18.4.03
BUSN20016 ‐ Research proposal
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Appendix A
The Customer Quality Service Survey
1. What is your gender?
Male Female Not applicable
2. Which range includes your age?
Under 18
18 – 30
30 – 45
45 – 60
Over 60
Prefer not to answer
3. What is your current occupation?
Student Staff Business Other
4. How long have you used our products / service?
Less than 6 months
1 year to less than 3 years
3 years to less than 5 years
5 years and more
5. How frequently do you purchase/use from us?
Every day
Every week BUSN20016 ‐ Research proposal
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Every month
Every 2 – 3 months
Every 4 – 6 months
Once or twice a year
6. How much do you agree or disagree with the following statement about products/service
Strongly Somewhat Neither Somewhat Strongly
Disagree disagree Agree nor Agree Agree
Disagree
Understanding needs
Conveniently located
Suitable working hours
Less waiting time
Respond quickly
Feeling of security
Assured safety
Employee willing to help
Knowledgeable employee
Kind and polite
Trustworthy
Good customer support
Reasonable service fee
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7. Have you ever met any problem when using our products/service?
No
Yes
8. How do you receive a reasonable solution for that problem?
Immediately
Fast
Slow
Other (be more specific)
9. How would you rate Bank overall?
Poor Fair Good Very
Excellent
Good
Overall, the quality of bank’ products/service is
10. Please share with us a few things that Products / Service could do better
BUSN20016 ‐ Research proposal
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Appendix B
Bảng khảo sát chất lượng dịch vụ dành cho khách hàng
1. Giới tính của bạn là gì?
Nam Nữ Khác
2. Bạn ở độ tuổi nào?
Dưới 18 tuổi
18 – 30
30 – 45
45 – 60
Trên 60 tuổi
Không muốn trả lời
3. Nghề nghiệp hiện tại của bạn là gì?
Học Sinh Nhân Viên Kinh Doanh Khác
4. Bạn đã sử dụng sản phẩm/ dịch vụ này bao lâu rồi?
Dưới 6 tháng
Từ 1-3 năm
Từ 3-5 năm
Trên 5 năm
BUSN20016 ‐ Research proposal
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5. Bao lâu bạn mua và sử dụng sản phẩm của chúng tôi?
Mỗi ngày
Mỗi tuần
Mỗi tháng
Mỗi 2-3 tháng
Mỗi 4-6 tháng
1-2 lần trong năm
6. Bạn đồng ý hay không đồng ý với câu phát biểu sau đây về sản phẩm / dịch vụ?
Hiểu được nhu cầu
Vị trí thuận lợi
Giờ làm việc thuận lợi
Thời gian chờ ít
Đáp ứng nhanh chóng
Cảm thấy an toàn
Bảo hiểm an toàn
Nhân viên sẵn sàng giúp đỡ
Nhân viên am hiểu
Tốt bụng và lịch sự
Đáng tin cậy
Hỗ trợ khách hàng tốt
Lãi suất hợp lí
Hoàn toàn
không
đồng ý
Không
đồng ý
Không
quan tâm
Đồng ý Hoàn toàn
đồng ý BUSN20016 ‐ Research proposal
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7. Bạn có bao giờ gặp phải vấn đề khi sử dụng sản phẩm của chúng tôi?
Không
Có
8. Làm thế nào để bạn nhận được một giải pháp hợp lý cho vấn đề đó?
Ngay tức khắc
Nhanh
Chậm
Khác
9. Bạn đánh giá chung ngân hàng như thế nào?
Không tốt Được Tốt Rất tốt Tuyệt vời
Nhìn chung, chất lượng
của các sản phẩm
ngân hàng /dịch vụ
10. Hãy chia sẻ với chúng tôi những điều mà sản phẩm / dịch vụ có thể làm tốt hơn