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The Factors Affecting Customer Satisfaction of Mortgage Loan: a Case Study of Bank for Investment and Development of Vietnam.

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The Factors Affecting Customer Satisfaction of Mortgage Loan: a Case Study of Bank for Investment and Development of Vietnam.
Shu - Te University
College of Management
Graduate School of Finance

Master

The Factors Affecting Customer Satisfaction of Mortgage Loan: A Case Study of Bank For Investment and Development of Vietnam. Student: Tran Xuan Thanh Advisor: Dr. Juping Wu Co-Advisor: Dr. Nguyen Thi Thu Ha August, 2012

* Shu-Te University * Graduate School of Finance | * Thesis | The Factors Affecting Customer Satisfaction of Mortgage Loan: A case study of Bank for Investment and Development of Vietnam | * Tran Xuan Thanh | * Augusr, 2012 | | | | |
The Factors Affecting Customer Satisfaction of Mortgage Loan: A Case Study of Bank For Investment and Development of Vietnam.

Student: Tran Xuan Thanh
Advisor: Dr. Juping Wu
Co-Advisor: Dr. Nguyen Thi Thu Ha

A Thesis
Submitted to the
Graduate School of Finance
College of Management
Shu-Te University
In Partial Fulfillment of the Requirements
For the Degree of
Master of Business Administration
Majoring in
Finance

August 2012

ABSTRACT
The purpose of this study is to explore the relationships among service quality features (tangible, reliability, responsiveness, assurance and empathy) and customer satisfaction in the context of Vietnam. The empirical data are drawn from 108 customers of an bank in Vietnam. The results indicate important findings: the interaction between services quality features with customer satisfaction. In addition, implications and limitations of this study, as well as directions for future research are discussed.
Almost every Vietnam bank encounters similar problems in meeting customer‘s expectation of services and customer satisfaction. It is against this background that this research tries to evaluate customers’ satisfaction and its implications for bank performance in Bank for Investment and Development of Vietnam (BIDV). Key words: Customer Satisfaction, Service Quality, Banking Industry.
[Customer retention
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