An Empirical Study of Customer Satisfaction towards Bank Payment Card Service Quality in Ho Chi Minh Banking Branches

  •  Chia Wang    
  •  Nhu Nguyen    
  •  Thanh Tran    


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. The investigation in this study is implemented by surveying the level of satisfaction among customers who are doing transactions at Vietnamese banking branches. 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.

The data are analyzed by using multiple statistical analyses including the analysis of exploratory factor, reliability, correlations, and multiple linear regressions. The results indicate that customer satisfaction has a positive impact on tangible and reliability factor, whereas responsiveness is the main cause of customer dissatisfaction. 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.


This work is licensed under a Creative Commons Attribution 4.0 License.