Đang chuẩn bị liên kết để tải về tài liệu:
A study on customer satisfaction on debit cards: The case of Vietnam

This research is conducted to examine the determinants of customer satisfaction in using debit cards issued by the Vietnam commercial banks (CB). | A study on customer satisfaction on debit cards The case of Vietnam Uncertain Supply Chain Management 8 2020 241 254 Contents lists available at GrowingScience Uncertain Supply Chain Management homepage www.GrowingScience.com uscm A study on customer satisfaction on debit cards The case of Vietnam Thi Hoai Linh Truonga Hong Mai Phana and Manh Dung Trana a National Economics University Vietnam CHRONICLE ABSTRACT Article history This research is conducted to examine the determinants of customer satisfaction in using debit Received October 26 2019 cards issued by the Vietnam commercial banks CB . By applying the exploratory factor Received in revised format analysis EFA logistic regression and linear regression on a dataset of 428 customers we find December 27 2019 that the features and price of products were the key determinants influencing the frequency of Accepted January 20 2020 Available online using debit cards. However the impact of each determinant is heterogeneous among different January 20 2020 groups of customers. Product price and features are more likely to influence the users using Keywords debit cards to purchase goods or services in stores or online than customers working for the Payment services via debit public agencies or frequently using non-cash payment for high-valued transaction. cards Satisfaction Commercial banks Vietnam 2020 by the authors license Growing Science Canada. 1. Introduction This study is conducted to meet two theoretical and practical needs. First despite the rapid growth of payment services via debit cards offered by Vietnamese commercial banks the quality of these services does not meet the clients expectation. Recently the number of complaints and inconvenience to customers about debit card services tend to increase. This has resulted in breaking customer loyalty and then switch service providers. Customer dissatisfaction may arise from the shortage and uneven allocation of point of sales POS high fee inadequate and .