SMALL AND MEDIUM ENTERPRISES’ SATISFACTION WITH CREDIT SERVICES OF COMMERCIAL BANK: AN EMPIRICAL STUDY AT THAI NGUYEN CITY

Abstract

Small and medium enterprises (SMEs) often account for a large proportion of the total number of enterprises and play an important role with almost all banks in many countries especially developing countries like Viet Nam. Therefore, providing good credit services to gain high level of satisfaction of them has strong influence on attracting and maintaining the customers and the competitive ability of Banks. This research aims to analyze the level of satisfaction and factors effecting on satisfaction of SMEs with credit services of commercial Bank at Thai Nguyen province. The results of research showed that there are positive correlations between Image, Utility, Empathy, Assurance and Price with enterprises’ satisfaction toward the credit service of Thai Nguyen commercial Bank.