| Author | Nguyen Thanh Tung |
| Note | A project submitted in partial fulfillment of the requirements for the degree of Master of Business Administration (Executive) in International Business – Management of Technology, School of Management
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| Publisher | Asian Institute of Technology |
| Abstract | The reformation of Vietnam and its accession into global economy has created a favorable condition for development of banking sector in recent years. The establishment of many joint-stock commercial banks and foreign banks creates fierce competitiveness environment in banking and finance sector. Bank for Investment and Development of Vietnam (BIDV) is one of four State Owned Commercial Banks (SOCBs). Since the bank’s renovation at the end of last century, BIDV with the orientation to a universal bank has focused on developing and providing diversified products and services of retail banking service and has achieved initial remarkable results. To assess the quality of retail banking service of Bank for Investment and Development of Vietnam, both primary and secondary data has been used. The primary data was collected from questionnair survey whilst the secondary data was collected through desk research. The SERVQUAL instrument has been apply in this study to measure the quality of the service and to uncover the root causes of problems. Basing on that, the research proposes recommendations improvement of quality of retail banking service of the bank. |
| Year | 2009 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Khang, Do Ba |
| Examination Committee(s) | Huynh Trung Luong ; Tritos Laosirihongthong |