ĐẠI HỌC QUOC GIA HÀ NOI KHOA QUAN TRI VÀ KINH DOANHNGUYEN MINH NGUYET SOLUTIONS TO IMPROVE THE QUALITY OF RETAIL BANKING SERVICES AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND
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I extend my heartfelt gratitude to the teachers at the Hanoi School of Business and Management, Vietnam National University, for their insightful feedback and unwavering support in helping me successfully complete my master's thesis.
I would like to express my deep gratitude to Ph.D Pham Van Hong, the science instructor, for caring and helping me in the process of implementing this thesis.
I would like to extend my heartfelt gratitude to the leaders and departments of the Vietnam Joint Stock Commercial Bank for Industry and Trade - Cao Bang Branch, as well as the State Bank of Cao Bang Province, for their invaluable information and insights that greatly contributed to the completion of my thesis.
I want to extend my heartfelt thanks to my family, colleagues, and close friends for their unwavering support and encouragement during the challenging moments of my master's training course Their belief in me played a crucial role in helping me overcome obstacles and successfully complete my studies.
LIST OF ABBREVIA TIONN - - Ánh TH TH TH TH TH TT TT nh nh hưng vi
LIST OF TABLES Gà H n Hg vii
CHAPTER 1: THEORETICAL BASIS FOR THE QUALITY OF RETAIL
BANKING SERVICES IN COMMERCIAL BANK cài 11 1.1 Theoretical basis for retail banking S€TVIC©S - s55 ksskssees 11 1.1.1 The definition, characteristics, and role of retail banking services 11
Retail banking services encompass a range of financial products and services tailored for individual consumers and small businesses Understanding the theoretical foundations of retail banking is essential, as it helps define the nature and scope of these services Key factors influencing the quality of retail banking services include customer satisfaction, service efficiency, and the technological advancements that shape customer interactions.
1.3 Evaluating retail banking service quality models and propose a research ¡99101 29
1.3.1 Retail banking service quality evaluation model] s ô- -sô++ 29
The proposed model aims to enhance the quality of retail banking services provided by commercial banks This study will outline key research hypotheses and draw valuable insights from successful experiences in improving service quality The findings will specifically offer actionable recommendations for the Vietnam Joint Stock Commercial Bank, enabling it to elevate its retail banking services and better meet customer needs.
Industry and Trade - Cao Bang Branch - - s- s xxx vn nkt 34 1.4.1 Experience in improving the quality of retail banking services in
COMMETCIAl DaTiKS - s6 + 110119301911 910191 nh 35 1.4.2 Lessons for Vietnam Joint Stock Commercial Bank for Industry and
Trade - Cao Bang 0i 2 0n 37 CHAPTER 2: THE CURRENT SITUATION OF RETAIL BANKING SERVICES
AT VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE - CAO BANG BRANCH Gà S21 HH HH HH hiện 39
2.1 Introduction about Vietnam Joint Stock Commercial Bank for Industry and Trade - Cao Bang Brannch - s1 v11 ng ng 39
2.1.1 History of formation and development sô++s