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

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

Affiliations:

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

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.

Keywords

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

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DOI

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

Citation (APA)

Cuong, N. H., Lieu, L. T., & Hoang, N. H. (2026). Factors affecting young consumer satisfaction with bank card services in Hanoi city. International Journal of Advanced and Applied Sciences, 13(3), 1–10. https://doi.org/10.21833/ijaas.2026.03.001