Application factor modeling explores factor analysis that affects the quality of individual customer service

Abstract

Study on the application of the model of factor analysis to explore the factors affecting the quality of personal customer service at the joint stock commercial bank, Dong Nai branch; Data analysis is based on customer surveys. The gift shows that there are four groups of factors that affect the quality of individual customer service: service utilities; Convenience in transaction; Tangible assets and customer care skills. From the results of this analysis, the study provides some policy suggestions to improve the quality of personal customer services for Dong Nai Branch of Investment and Development Commercial Joint Stock Bank.