Analysis shows service quality affects customer satisfaction in supply chain finance, highlighting integrated management and price policy.
The purpose of this paper is to analyze factors influencing banking service quality regarding supply chain finance (SCF)- evidence from Vietnam Technology and Commercial Joint Stock Bank. It is indicated that involving financial service providers in the integrated management of the supply chain is important to stimulate flows of cash, products, and information. We conduct a survey with 178 companies that are using the SCF service of Vietnam Technology and Commercial Joint Stock Bank, and apply the SERVPERF model to measure how customer satisfaction is affected. The findings agree with the previous studies of banking service quality. The empirical results show that the banks’ SCF service quality is positively influenced by Tangibles, Reliability, Responsiveness, Assurance, Empathy, and the bank’s price policy. Particularly, the price element has the most significant impact on customers’ perception of service quality.
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Ha et al. (2021) studied this question.
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