Analyzing the difference in service quality between local and international banks in Vietnam

Abstract

The increased use of banking in Vietnam has led to a number of improvements by banks to improve service quality. This has provided customers the opportunity to choose a bank that offers services that satisfy them. Therefore, the main purpose of the report is to analyze customer perceptions of the difference in service quality between domestic and international banks in Vietnam, using the SERVPERF model. Research using quantitative method (survey design) and qualitative method.