The present study focused on examining the interrelationship between service quality dimensions (tangibility, reliability, responsiveness, assurance, and empathy) and investigated the correlation between perceived service quality and customer satisfaction in the retail banking sector in Vietnam. | This article was downloaded by: [Van Dinh] On: 19 December 2012, At: 07:33 Publisher: Routledge Informa Ltd Registered in England and Wales Registered Number: 1072954 Registered office: Mortimer House, 37-41 Mortimer Street, London W1T 3JH, UK Journal of Relationship Marketing Publication details, including instructions for authors and subscription information: Examining Service Quality and Customer Satisfaction in the Retail Banking Sector in Vietnam a Van Dinh & Lee Pickler b a Faculty of Finance and Banking, VNU-University of Economics and Business, Hanoi, Vietnam b College of Business and Technology Management, Northcentral University, Prescott Valley, Arizona, USA To cite this article: Van Dinh & Lee Pickler (2012): Examining Service Quality and Customer Satisfaction in the Retail Banking Sector in Vietnam, Journal of Relationship Marketing, 11:4, 199-214 To link to this article: PLEASE SCROLL DOWN FOR ARTICLE Full terms and conditions of use: This article may be used for research, teaching, and private study purposes. Any substantial or systematic reproduction, redistribution, reselling, loan, sub-licensing, systematic supply, or distribution in any form to anyone is expressly forbidden. The publisher does not give any warranty express or implied or make any representation that the contents will be complete or accurate or up to date. The accuracy of any instructions, formulae, and drug doses should be independently verified with primary sources. The publisher shall not be liable for any loss, actions, claims, proceedings, demand, or costs or damages whatsoever or howsoever caused arising directly or indirectly in connection with or arising out of the use of this material. Journal of Relationship Marketing, 11:199–214, 2012 Copyright © Taylor & Francis Group, LLC ISSN: 1533-2667 print / 1533-2675 online DOI: .
