Improvement of Service Quality in the Supply Chain of Commercial Banks—A Case Study in Vietnam

The outbreak of the Covid-19 pandemic caused a serious impact on business activities enterprises and households, affecting operation banks around world, especially for capital mobilization from those with savings deposits at commercial banks. In face unpredictable developments pandemic, many services in Vietnam were also affected, so it has been necessary to make plan maintain operations respond effectively these difficulties. this study, authors used three research models form three-dimensional frame reference (past, present, future) identify, analyze, evaluate factors service quality banks’ deposit mobilization, suggest solutions that can minimize risks improve customer satisfaction banks, avoid potential long-term risks, as well sustainable growth social stability future.