Factors affecting young consumer satisfaction with bank card services in Hanoi city

International Journal of ADVANCED AND APPLIED SCIENCES 2026 Open access

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Authors: Nguyễn Văn Cương, Le Thi Lieu, Nguyen Huy Hoang
DOI: 10.21833/ijaas.2026.03.001
Cited by: 0
References: 16

Abstract

This study examines the factors influencing young consumers’ satisfaction with banking card services in Hanoi using the SERVPERF model. The research applies EFA, CFA, and SEM analysis to identify the significant determinants of satisfaction. The findings reveal that empathy, price, and reliability significantly affect satisfaction, with empathy showing the strongest influence.

Fields of Study & Subjects

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Technology Adoption and User Behaviour

Publication details

Journal / source
International Journal of ADVANCED AND APPLIED SCIENCES
Volume
13
Issue
3
Pages
1–10
Publication date
10 March 2026
Language
EN