tailieunhanh - The factors impact on the service quality of people’s credit funds: the case of mekong delta river in Vietnam

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. | Accounting and Finance Research Vol. 6, No. 2; 2017 The Factors Impact on the Service Quality of People’s Credit Funds: The Case of Mekong Delta River in Vietnam Tran Thi Thanh Tu1, Do Hong Nhung2 & Dang Ngoc Duc2 1 Faculty Finance and Banking, VNU University of Economics and Business, Vietnam 2 School of Banking and Finance, National Economics University, Ha Noi, Viet Nam Correspondence: Tran Thi Thanh Tu, Faculty Finance and Banking, VNU University of Economics and Business, Vietnam Received: March 13, 2016 Accepted: April 7, 2017 Online Published: April 11, 2017 doi: URL: 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. Keywords: PCFs, EFA, Performance, service quality 1. Introduction People's Credit Fund (PCF) is a model of credit cooperatives. . It is an important component of the financial system not only in developed countries but also in developing countries like Vietnam(Hesse & Cihak, 2007, Le Thanh Tam, 2008). The importance role of this system has also been evaluated in a number of specific studies (Cuevas and Fisher, 2006).To focus on the financial aspects, corporate governance and financial situation of financial cooperatives, Cueva and Fisher (2006) emphasizes the relevance of financial cooperatives for economic growth