The Satisfaction of Corporate Customer at Agribank in Ho Chi Minh City

Abstract

In this paper, the authors use analytical method of explore factor analysis to determining factors that are components of the corporate customer satisfaction in Ho Chi Minh City (HCMC). This paper conducted during the period from March 2012 to December 2014.

The exploratory factor analysis result showed that there were five factors, which included of factors following the service behavior, the tangible and the competitive price, the reliance, the convenience and the Agribank Image that are components of the corporate customer satisfaction with significance level 5 %. In addition, the research result processed from SPSS 20.0 software. The research result showed that there were nearly 550 corporates of Agribank in HCMC interviewed but 503 corporates (47 samples mistaken) to be processed and answered about 30 questions. The researcher had analyzed KMO test. The corporate responses measured through an adapted questionnaire on a 5-point Likert scale. Hard copy and interview the corporate by questionnaire distributed among corporate of Agribank in HCMC. At the same time, the result was also a scientific evidence and important for researchers, and policy makers who apply them for improving the corporate customer satisfaction in HCMC.

The researchers had obtained the main objectives of this study were to:

1. The first objective, the authors had to conduct a survey to find factors that are components of the corporate customer satisfaction of Agribank in HCMC.

2. The second objective, the authors had to identify some factors that are components in the corporate customer satisfaction in HCMC.