Please use this identifier to cite or link to this item: https://dspace.ctu.edu.vn/jspui/handle/123456789/39591
Title: The Impact of The Employees’ Satisfaction of Job on The Satisfaction of Corporate Customers Toward Financial Services Within the Commercial Banking System
Authors: Vo, Thanh Truc
Nguyen, Quoc Nghi
Keywords: Employees' satisfaction
Customers' satisfaction
Customer orientation
Commercial bank
Credit officer
Issue Date: 2019
Series/Report no.: International Journal of Social Science and Economic Research;Vol. 4 No 08 .- P.5538-5550
Abstract: The study aims to evaluate the impact of the employees' satisfaction of job on the satisfaction of corporate customers toward financial services within the commercial banking system. Research data were gathered through direct interviews with 85 credit officers in charge of corporate clients and 170 enterprises (based on the reciprocal principle of 1: 2) in Cantho City and VinhLong Province. The results calculated from the average value of the range indicated that the employee only felt satisfied with the job at a fairly good level with the following criteria namely salary, bonus, and welfare, nature of work, supervision, colleagues, and opportunities for training and advancement. Additionally, the study also indicated that employee satisfaction with the job had placed a strong impact on customer satisfaction through applying the PLS-SEM approach. Given that such importance, some administrative implications have been proposed to enhance the satisfaction of customers with financial services.
URI: https://dspace.ctu.edu.vn/jspui/handle/123456789/39591
ISSN: 2455-8834
Appears in Collections:Tạp chí quốc tế

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