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Researchingapplications of statistical methods in evaluating the quality of services of Vietnamese commercial banks - Illustrations through a specific research at the Joint Stock Commercial Bank of Investment and Development of Vietnam (BIDV)

Overall aim: Researching techniques forapplying of statistical methods in evaluating QoS, then proposing a plan to investigate QoS of commercial banks in general and the Joint Stock Commercial Bank of Investment and Development of Vietnam (BIDV) in particular. | INTRODUCTION 1. The reasons of choosing the thesis In the process of economic integration how the increasing competition will affect the banking sector depends in part on the adaptability and the quality of service QoS of banks themselves. In recent years aware of the raising role of QoS of banks many scientists in the field of Banking in Vietnam has organized many researches on this issue. These studies mentioned on identifying approaches of the content reflecting QoS of banks and evaluation methods of content that reflects the QoS. Each study has a different identify of QoS but they are based on quality models that has been studied such as a model of SERVQUAL Service Quality a model of Function and Technical Service Quality FTSQ a BANKSERV model Bank Service . The assessment methods of QoS that previous studies use are mostly an analysis of the primary component multiple regression analysis and a combination of this two method in structural modeling methods SEM Structural Equation modeling . The studies have advantages that they have identified the content that reflects the quality and evaluate the correlation between the content reflecting QoS and customer satisfaction when using banking services. However these earlier studies did not realize that despite of the advantages the models of QoS has some drawbacks as inconsistent measure contents of QoS the comparison between perceived and expected QoS is very difficult to determine accurately or many measurement contentsQoS are almost identical. Moreover in the study of QoS sometimes bank managers not only want to recognize the content reflecting QoS determine the correlation between the content that reflects QoS and customer satisfaction but also want to identify the correlation by visual image and recognize the orders of priority improvements for contents reflecting QoS. Research methodology of the correlation with the visual image has benefits to easily recognize the relationship intuitively and the ability to .