After-Sales Service Quality and Customer Satisfaction in Emerging Banking Markets: Evidence from Vietnam
Authors: Nguyen Thi Viet Ha; Nguyen Thi Thuy Trang
Journal: Journal of Economic Finance Research and Review (JEFRR)
Published: 2026-04-30 · Volume 2, Issue 04, pp. 254-261
DOI: 10.65150/EP-jefrr/V2E4/2026-07
Abstract
This study examines the impact of after-sales service quality on customer satisfaction in the banking sector, focusing on an emerging market context. Drawing on the SERVQUAL framework and integrating insights from Expectation-Confirmation Theory and Relationship Marketing, the study analyzes data co