Academy of Strategic Management Journal (Print ISSN: 1544-1458; Online ISSN: 1939-6104)


Testing the Reliability of the Banking Service Quality: A Case Study of Commercial Banks in Vietnam

Author(s): Phan Dien Vy, Phan Thanh Tam

Nowadays, commercial banks have become an indispensable financial institution to operate the economy. Still, the state-owned commercial banking system is also considered an effective arm of the Government in implementing monetary policy to stabilize the macro-economy, curb inflation, and ensure its social security. Besides, the quality of banking services plays a significant role. It is understood as banking operations in terms of capital, currency, the bank’s payment to customers to meet business needs, profit, living life, and storing property. Therefore, this study objective testing the reliability of the banking service quality of commercial banks in Vietnam. The study surveyed 900 customers related to commercial banks, but 765 samples processed and answered 39 questions. The data collected from July 2020 to November 2020. The authors tested Cronbach’s Alpha, confirmatory factor analysis (CFA) for the banking service quality.

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