Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/326433 
Year of Publication: 
2024
Citation: 
[Journal:] Cogent Business & Management [ISSN:] 2331-1975 [Volume:] 11 [Issue:] 1 [Article No.:] 2377769 [Year:] 2024 [Pages:] 1-15
Publisher: 
Taylor & Francis, Abingdon
Abstract: 
This study assesses how various aspects of loan service quality in Vietnamese commercial banks impact the satisfaction levels of small and medium enterprises (SMEs) and their relationship with customer loyalty to these banks. Implementing both qualitative methods (such as group discussions, expert interviews, and customer surveys) and quantitative methods (including partial least squares structural equation modeling (PLS-SEM)), the authors identified and analyzed five dimensions of loan service quality—tangibility, reliability, assurance, responsiveness, and empathy—that positively influence SME satisfaction within these banks. Additionally, this study explores the connection between SME satisfaction and loyalty, recognizing it as a crucial factor for improving operational efficiency and gaining a competitive advantage in facilitating banking transactions.
Subjects: 
Service quality
loans
customer loyalty
customer satisfaction
small and medium enterprises
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

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