Bài báo khoa học

This study conducted a survey and gathered data from 323 businesses that have been using loan services from commercial banks in Nghe An province (including VCB, BIDV, Agribank, Vietinbank, VPbank, Techcombank, VIB, and MSB) to identify the factors influencing the quality of loan services. The study identified measurement scales and utilized a Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess the factors affecting the quality of loan services for business customers. The results show that the factors influencing the quality of loan services for business customers are: reliability, tangible assets, responsiveness, assurance, and finally, empathy. These findings provide an important foundation for proposing solutions to enhance the quality of loan services for business customers at commercial banks in Nghe An province in the near future.