Volume 13, Issue 3 (March 2026), Pages: 1-10

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 Original Research Paper

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

 Author(s): 

Nguyen Hung Cuong ¹, Le Thi Lieu ¹, Nguyen Huy Hoang ^2, *

 Affiliation(s):

¹Faculty of Management, University of Transport Technology, Hanoi, Vietnam
²Faculty of Transport Economics, University of Transport Technology, Hanoi, Vietnam

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 * Corresponding Author. 

   Corresponding author's ORCID profile:  https://orcid.org/0009-0001-7036-0023

 Digital Object Identifier (DOI)

  https://doi.org/10.21833/ijaas.2026.03.001

 Abstract

This study examines the factors that influence young consumers’ satisfaction with banking card services in Hanoi using the SERVPERF model. The research applies Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equation Modeling (SEM). Data are analyzed using IBM SPSS 25 and AMOS 25 software. The findings show that three factors significantly affect young consumers’ satisfaction: Reliability (RE), Empathy (EM), and Price (P). Among these, Empathy has the strongest impact, followed by Price and Reliability. Based on these results, the study proposes several practical recommendations for banks to improve the satisfaction level of young consumers with banking card services in Hanoi.

 © 2026 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords

Banking card services, Young consumer satisfaction, SERVPERF model, Service quality factors, Hanoi city

 Article history

Received 4 October 2025, Received in revised form 18 February 2026, Accepted 23 February 2026

 Acknowledgment

No Acknowledgment. 

 Compliance with ethical standards

 Ethical considerations:

The study was conducted in accordance with ethical standards. All participants were informed about the research's objectives and provided their informed consent voluntarily. The data collected was kept confidential and used strictly for academic research purposes to ensure the privacy of all respondents. 

 Citation:

Cuong NH, Lieu LT, and Hoang NH (2026). Factors affecting young consumer satisfaction with bank card services in Hanoi city. International Journal of Advanced and Applied Sciences, 13(3): 1-10

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 Figures

  Fig. 1 Fig. 2 Fig. 3 Fig. 4

 Tables

  Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7

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