TESTING THE RELIABILITY OF THE BANKING SERVICE QUALITY: A CASE STUDY OF COMMERCIAL BANKS IN VIETNAM

Abstract

Nowadays, commercial banks have become an indispensable financial institution to operate the economy. Still, the state-owned commercial banking system is also considered an effective arm of the Government in implementing monetary policy to stabilize the macro-economy, curb inflation, and ensure its social security. Besides, the quality of banking services plays a significant role. It is understood as banking operations in terms of capital, currency, the bank’s payment to customers to meet business needs, profit, living life, and storing property. Therefore, this studyobjective testing the reliability of the banking service quality of commercial banks in Vietnam. The study surveyed 900customersrelated to commercial banks, but 765 samples processed and answered 39 questions. The data collected from July 2020 to November 2020.The authors tested Cronbach’s Alpha, confirmatory factor analysis (CFA) for the
banking service quality.