Measuring the Quality of Consumer Loan Service by Commercial Banks: The Case of Vietcombank Đà Nẵng

Abstract

There are many models for measurement of service quality in the world and the initial one was developed by Parasuraman et al. in 1985. Although widely employed in many researches, their original model has been modified and developed into various new ones and one of them is SERVPERF model introduced by Cronin and Taylor in 1992. My research applies those two models to measurement of quality of services supplied by Vietnamese commercial banks, and by VCB ?? N?ng in particular. The research finds that factors affecting the quality of consumer loan service by VCB ?? N?ng are, in order of importance, ?assurance and empathy?, ?price awareness?, ?reliability of pledge?, ?convenience and tangibles?, ?responsiveness after disbursement?, and ?reliability of service supply process?.http://jabes.ueh.edu.vn/Home/SearchArticle?article_Id=3a0b46d4-8985-4040-9406-593da9766bdb