The customer’s satisfaction in Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam Joint Stock Company (BIDV HCM)

Abstract

Nowadays, in the context of the economic environment, the competition among the commercial banks in Vietnam to increase their scale as well as their profits is unavoidable. According to Vyas V and Raitani S (2014), there are many elements that affect to the switching of customers ‘behavior when they work with the banks. One of the most important elements is the customer satisfaction. Therefore, the commercial banks now will focus on developing the products; improve the quality of services so that they can please their customers, increase the level of customers’ loyalty The primary research and the secondary research will be used in this report so that we can analyze and conduct the results about how the customer’s satisfaction effect on the loan scale in Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam. After researching, the information and data will be used so that we can give some recommendations about what the managers as well as the board of director of Ho Chi Minh City Branch of Commercial Bank for Investment and Development of Vietnam should do to improve their customer satisfaction in order to increase the loan scale, achieve more profits and complete the assigned business plan in this year as well as the following years.