The Factors Impact on the Service Quality of People’s Credit Funds: The Case of Mekong Delta River in Vietnam

Abstract

The paper used results of the survey of 100 clients from 24 PCFs in 3 provinces in the Mekong Delta River in Vietnam. By applying Explanatory Factor Analysis methodology, the result of study showed that  tangibles (TAN), responsiveness (RES), reliability (REL), assurances (ASS), and empathy (EMP)affecting to the service quality of PCFs in Mekong Delta River in Vietnam. The research found that PCFs’ service quality would be increased if their empathy and tangibility improved. Then, PCFs’ managers should pay more on creating incentives for credit officers to improve their sympathy and understanding customers needs as well as enhancing appearances of PCF staffs and transaction offices.