This research modifies the Servqual measuring tool developed by Parasuraman, Berry and Zeithaml (1988, 1991) to measure the ADSL service quality. The research uses the SEM with samples of the size n = 495 users who use the ADSL service supplied by three major suppliers in HCMC in order to test relations between quality, price, and perceptions and loyalty of ADSL users. Results show that the scale used for measuring ADSL service comprises six items: transmission line, tangible facilities, assurance, reliability, empathy and responsiveness with 22 observed variables. Customers who feel content with the price appreciate the service quality while the service quality affects positively the customer loyalty. Results of the research may help ADSL suppliers grasp components of their service quality, and relations between quality, loyalty and price, thereby working out suitable strategies to enhance the customer loyalty.
A national financial supervision system of banks is considered efficient if such a system achieves specific objectives corresponding to the situation of the nation, and each objective includes supervising indicators. The formation of a system of financial supervision indicators is the backbone of the entire quantitative analysis process needed for the financial supervision. The research aims at formulating a system of financial supervision indicators, using the factor analysis to analyze components and find the weights of these factors in the general financial supervision index reflecting the efficiency of the financial supervision in Vietnam in recent years, and finally, reaching a conclusion about the financial supervision in Vietnam today and making suggestions about related policies.