Evaluation of Customer’s Switching Behavior towards Banking Service Providers in Hanoi

Service quality and customer switching behavior are among the most important factors that affect service firms’ market share profitability, yet they remain understudied in Vietnam’s sectors. This study surveys 343 customers who using of bank Hanoi to explore perceived importance banking sector. By seceral statistical analytical tools, i.e. descriptive statistics, Independent T-test Anova; identifies following: There is, statistically, significant difference level customer’s towards providers from these different gender, age, Academic standard income. Based on findings, some recommendations given for banks improve loyalty customers.