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Factors driving customer satisfaction in Vietinbank's retail banking product

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The current retail banking sector is very dynamic and very competitive. In the past, many banks involved in retail banking attached much importance to establishing how the quality of service influences the satisfaction of their customers. Therefore, this paper seeks to contribute to the existing knowledge on the role played by the quality of service rendered to customers towards their general feeling of satisfaction with their retail banking service provider.
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Factors driving customer satisfaction in Vietinbank's retail banking product

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