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20 0 obj YuMiO=)5F 3 POfW +J=FBVP-!ZC?k>BdiD273g0%(]XMWam[j:z32t0 (9?4eo{k*UT^x$W~B B33L8S]"Bg"X\Fa0Y"#FA2 All Rights Reserved . 32 0 obj endobj
Based on the model of service quality with the selected five key factors of tangible, reliability, responsiveness, communication, and security, the author aims at exploring significant dimensions that have much impact on customers satisfaction with banking services. endobj endobj
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-P- -dSAFER -dCompatibilityLevel=1.4 -dPDFSETTINGS=/ebook ? 29 0 obj << /S /GoTo /D (section.7) >> 3 0 obj z`l. << /S /GoTo /D (section.5) >> For more information, visit.
<< /S /GoTo /D [34 0 R /Fit ] >> (Role of intermediaries) stream oLWHj*k `N%yK"CC*x;p'*x /]o)9~mh6G#D+{ Wp]\=|Nq#dbH*$ ) ||. 28 0 obj endobj <> endobj ?9p{A!co: In>t;`a]:WGpC%b |>E X!A:Iw/Ss%gh#\8 uzkJbM{inEHsxKJ[cWP_G80!#@Q/m5HqR]Zs{QlXbk#L (Waiting time) <>/ExtGState<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/Annots[ 11 0 R 21 0 R 27 0 R] /MediaBox[ 0 0 596.04 842.04] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> endobj endobj -sOutputFile=? The data are analyzed by using multiple statistical analyses including the analysis of exploratory factor, reliability, correlations, and multiple linear regressions. 13 0 obj GF@Hx) Q~7eq\KidHa>O9mYo#p[UFR 3>IEjB0~gXdJ@Jld c3FLQ4=mLKL6ADO8T: @S][\J6;hlT> <> (Service encounters) <>/Metadata 860 0 R/ViewerPreferences 861 0 R>> (Conclusion) 5 0 obj 8 0 obj
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endobj These findings make significant contributions to improve the service quality of bank payment cards in Ho Chi Minh city, Vietnam and to increasing competitiveness of the branches in the field of card self-services. endobj 5 0 obj 24 0 obj y`hVEO_#X~E+: endobj 1 0 obj /Length 4349 % b3,mn+1\P (hi`A0?HUi@IJw=gEYWEQ64 F*"8a&db#V FR &=mv]/;} #e{ANUlILc4$OU `snp7+9k&oSNy_3M:j@N\EP1;0u&f9E p_{H0pLj%w|ka#VqzXNn|e5#fW2:+)(p:Ku}C}sjWXWS?Rt}]{9[.2s-3dj0Ei%\r{lbX?;C9-#P.GB'/ZW{9t_?$:-;j4p"1R`(Yi jo>P/_ =$}U$9 hSY4:Ks56. % << /S /GoTo /D (section.4) >> ."Q8'$ND ?^q 2 0 obj *g'w53]%\PT ei3 69JkY]#\dUVe@I~( }\dc/y#|7SjoO2 w0 nur)q!hWVOg-dX4]Xn 16 0 obj << /S /GoTo /D (section.2) >> endobj
%PDF-1.4 (Customer complaints) /Filter /FlateDecode x:rMfD% HMQxb\%I)"L_?o *vLTxPbv&blQDC{dB&;~wP>. [i);\{_tE{I#wqa7piD'@yr5iCJz+C\=%@ACy[}/8H,K2[%^>7)D{p#x@yJj[YW#y?)ll-xw"=zOqA :?||=~>S"e'86fO"FYYwB #! Z IKc/ p~nR",UmBirS1np)K!(ro(>%G{-| << /S /GoTo /D (section.3) >> endobj (Introduction) << /S /GoTo /D (section.6) >> endobj 9 BWAuW=zcQ};OsW7\Xfv_o Px^pxt(o WRQ7ls c"T50{rrepqy?8s4?|5)r[|/\"Lx_. 21 0 obj
The investigation in this study is implemented by surveying the level of satisfaction among customers who are doing transactions at Vietnamese banking branches. 9 0 obj endobj x\KFFn{=0M^s,nK4d71"6v63&zdUf~D&2OI&%.8w']o'0 stream Automated Teller Machines (ATMs) is very important for improving the banking service quality that can increase customer satisfaction by helping them to enjoy safe and convenient access. 17 0 obj
International Journal of Economics and Finance, ANVUR (Italian National Agency for the Evaluation of Universities and Research Institutes), Elektronische Zeitschriftenbibliothek (EZB), Cookies are used by this site. Copyright 2006 - 2022 The Canadian Center of Science and Education. 33 0 obj S.'Qbvi,V?E!`-Y2N\D/gT4Z02(_UVWGofY\Eu>Uum[RDdY(E\VfrU@wLlwaU4R&I\ (`d8q ;iKR#c-yI&I\5ye.vMO$n]CD8UY,)*J5fp0*GG>v3\en&qw 12 0 obj >> gk The results indicate that customer satisfaction has a positive impact on tangible and reliability factor, whereas responsiveness is the main cause of customer dissatisfaction. %PDF-1.7 x=ksF]5O(eciJyf&;=Y6 W H2;UDyF9\xR:~Y}:u~=.:,,Y_oJ1OsON|qKwD{rb%c>9;'r+$^''&p%< 9L{}9w+X&,h(n}zWM^.GGg[X(tg3:}#*n-na~% qI`MWwts -q3fHq2G3=A{H! 25 0 obj <> *}5_| j{^&@>P$ j^#ng(a7. {2Q#_;k(K/ZQ|\?nNuuO?]TIQ^rex_v'nOnnb]U.#$#\HrLr^FL?l\)c?_4b/ZgsiX|GUqdRHU*.}w8(:]{4=DEfS(_Mv#Ir[YJ%4YeU6qs__I#^/h/~2}9x?|Iyei)?N v?