3) METHODOLOGY

I. Introduction

The study basically refers to the 205 number of people who fill in the form of survey of TPBank

. A clearly defined number of people we choose to do the research ensures that the results and
findings apply to the correct category of elements in the TPBank survey.

2. Sampling method

restrict the number of responses to just about 200 people, mosty is the students of FPT
University.

. A small sample size may be representative enough for the research

Questionnaire we gave them will help us identify the real needs of the student when they use the
service of TPBank

find out whether the current measures are desirable and deeply needed

 3. Sources of Data Collection

 Primary Sources

data collection in a quantitative approach.

For the purpose of this study information was gathered from 205 students study in FPT
University using the survey questionnaire.

The questionnaire was used in order to ensure the regularity of information on all factors that
affect feeling and their thinking when they use the service of TPBank.

The questionnaire collects data in an organized or structured way and reasonable way.

         · Survey Questionnaire

The survey questionnaire covered 5 main dimensions of Tangible, Reliability, Responsiveness,

Assurance and Empathy.

All items and individual factors measured were adequately discussed under the literature review
section of the study.

For all 205 responses we receive, most people access the range of good and very good in 5 main
dimensions of the service of TPBank.
 

· Interview Guide

Because of the Covid-19 we could not have the opportunity to go outside to do the interview to
have the conservation with people.

Create SERVQUAL questionnaire table

  Service quality Respondents’ Opinion

Independent Tangible - TPBank should have the place to serve

variables: 25 customers drinks.
questions
- TPBank should build or construct a large
space for customers to wait when they come
to a transaction.

Responsiveness The speed of responsiveness to customers

has to be improved, the customers do not
want to wait too long to solve their
problems.

Reliability TPBank should invest in improving their

quality of service, customers do not feel the
service adapts to their expectation.

Empathy The promotion of TPBank needs to be

improved, customers do not get the
promotion as they demand.

Assurance The location and geography need to be much

more attention, some cutomers do
comfortable with the location of the
TPBank.

Dependent Perceive quality In two months, you regularly use the service.
variables: 2 and the time.
questions The reasons and elements you use the
service in TPBank.
 Description: 2 Demography The place where you located, the income
questions. each month.

The results indicated that some variables in these ten dimensions were overlapped with
each other.

quality, tangibility, reliability, and responsiveness

As a result, there are five service quality dimensions quality, tangibility, reliability, and
responsiveness

the modified version of the SERVQUAL model that affect customers’ satisfaction and
thus the brand image.

4. Data Analysis Techniques

Quantitative data analysis was done with the help of IBM SPSS Statistics (SPSS) software.

We use this techniques to do the research of the satisfaction the service of TPBank.

. Qualitative data was manually coded by the researcher.

Qualitative data was analyzed alongside quantitative data in a concurrent triangulation approach
to mixed methodologies.

5. Limitations of methodology and ethical considerations

 Limitations

A time table was maintained in order to overcome such limitations pertaining to interim
submissions

maintenance of other milestones necessary to complete the study in time.

It was critical to establish a timetable with pre-determined achievable milestones in an attempt

to keep track of vital activities

 Ethical Considerations

Dependable ethical principles were observed in the course of conducting the research.

All data collection instruments were therefore made to contain an informed consent form.
4) RECOMMENDATIONS

Based on the analytical data from IBM SPSS software, we can see the strengths and weaknesses
in the quality of services provided to customers, bringing interesting experiences of the TP Bank
that we can see:

TANGIBLE

1. TPBank has modern equipment.

2. The facilities of the TP Bank room are eye-catching.

3. TPBank staff is very well dressed.

4. TPBank has an airy and comfortable space.

5. Waiting area for customers to serve drinks.

Based on the data analysis table: the questions in the independent variable group have minimum
and max ranging from 1 to 5 and the MEAN of all Tangible sentences is in the range of 3.4 to
3.7.

In general, there is no significant deviation of the question in the mean section and inclined to
agree.

Conversely, if the value is high, it shows that the survey object has a very different perception of
that variable. In the table of data, we can see that there is no big difference between 0.8-1.

RELIABILITY

1. TPBank provides the right services on time of the appointment.

2. When you have to face a problem, TPBank expresses their caring and assisting you in solving
the problem.

3. The quality of TPBank's products and services adapt to your expectations.

4. The information of the customer account is absolutely confidential.

5. The TPBank staff consulted and conveyed the information to the customers with high
accuracy and fully reliability.
Based on the data analysis table: questions in the independent variable group with minimum and
max ranged from 1 to 5 and MEAN of all the questions.

Reliability is in the range of 3.5 to 3.9.

In general, there is no significant deviation of the questions in the medium section and tend to
agree and are quite average.

RESPONSIVENESS

1. The TP Bank service system responds to your problem quickly.

2. The staff provided the information you need about the quick service.

3. You do not have to wait too long to ask for a problem.

4. You feel pleasure when there is always a staff member who has already served you.

5. Staff understand your problem quickly when you need a consultation.

Based on the data analysis table: questions in the independent variable group with minimum and
max ranged from 1 to 5 and MEAN of all the questions.

RESPONSIVENESS is in the range of 3.3 to 3.6.

In general, there is no significant deviation of the questions in the mean section to normal.

ASSURANCE

1. Bank location ensures convenient travel of your transactions.

2. Transacting with TPBank ensures the peace of mind of customers.

3. The staff of TPBank have the experience in answering customer inquiries.

4. TPBank staff are always friendly and polite to customers.

5. You feel safety when you have the transaction with TPBank.

 Based on the data analysis table: questions in the independent variable group with minimum and
max ranged from 1 to 5 and MEAN of all the questions.
Assurance is in the range of 3.4 to 3.8.

In general, there is no significant deviation of the questions in the medium section and tend to
agree and on average.

EMPATHY

1. You feel satisfaction with the time opening and close of TPBank.

2. The devotion of the bank in the service made you satisfied.

3. The promotions of the TPBank are very appealing and attractive.

4. TPBank has the attention and care for your birthday.

5. The staff of the TPBank can meet your requirements and demands.

Based on the data analysis table: the questions in the independent variable group have minimum
and max ranging from 1 to 5 and the MEAN of all Empathy is in the range of 3.2 to 3.5.

In general, there is no significant deviation of the question in the mean section and inclined to
agree.

 5) CONCLUSION

SPSS statistical solution that helps us having all sizes improve efficiency and manage risk via
predictive analysis, big data deployment and a library of machine-learning algorithms.

improve the elements of Responsiveness and Empathy.

focus on improving customer feedback and increasing customer confidence through desire and
the availability of service personnel to provide timely services to customers.

As for empathy, the TPBank should guarantee its attention more to customers when they
participate in the transaction with the TPBank.

offer better solutions to overcome these weaknesses and are still remaining in the operation.

the facilites is the strengths of the TPBank develop to make people have more attention

decorate the room desk and use the aroma to make it more appealing, make the customers
impressive and feel comfortable

With the 205 responses conducted, enhanced the faithful on SPSS.

ASS (0.431) > EMP (0.218) > TAN (0.090) > RES (0.082) > REL (0.023)

· Assurance has the strongest impact on customer satisfaction.

· Empathy has the second strong impact on customer satisfaction.

· Tangible has the third strong impact on customer satisfaction.

· Responsiveness has the fourth strongest impact on customer satisfaction.

· Reliability has the weakest impact to customer satisfaction.

Regression equation:

· PQ= 0.090TANG + 0.023REL + 0.082RES + 0.218EMP + 0.431ASS

Assurance has the strongest impact account to customer’s satisfaction.

TPBank should concentrate on increasing the assurance factor to gain the credibility of
the customers