POLICY IMPLICATIONS IMPROVING THE BANKING SERVICE QUALITY IN VIETNAM

ABSTRACT

In particular, the growing trend of retail customer business is the "key" to banks' revenue and business efficiency. [...]this study objective proposed policy implications for improving the banking service quality in Vietnam. According to Barker & Kandampully (2017), if a service provider provides customers with quality products that satisfy their needs, that business will initially make customers satisfied. [...]to improve customer satisfaction, service providers must enhance the quality of service by Moyo (2018). [...]competition in the banking sector is also one factor promoting the expansion and development of banking services in the direction of diversification and modernization, according to Le Ngoc Nuong & Ha Thi Hoa (2020). From there, it can attract customers to use banking services. [...]it can be said that this is also a factor affecting the development of banking services by Tasnain & Abbas (2013).