Improvement of Service Quality in the Supply Chain of Commercial Banks—A Case Study in Vietnam

Abstract

The outbreak of the Covid-19 pandemic caused a serious impact on the business activities of enterprises and households, affecting the operation of banks around the world, especially for capital mobilization from those with savings deposits at commercial banks. In face of the unpredictable developments of the pandemic, many services of banks in Vietnam were also affected, so it has been necessary to make a plan to maintain business operations and respond effectively to these difficulties. In this study, the authors used three research models to form a three-dimensional frame of reference (past, present, and future) to identify, analyze, and evaluate the factors affecting the service quality of commercial banks’ savings deposit mobilization, and to suggest solutions that can minimize risks and improve customer satisfaction for savings deposits at commercial banks, improve service quality to avoid potential long-term risks, as well as maintain sustainable growth and social stability in the future.