Nguyen Van Tien
The Covid-19 epidemic continues to develop complicatedly across the country, negatively affecting commercial bank service activities in many southern provinces of Vietnam. The reform of financial service quality management policies has been significant. The Covid-19 pandemic has changed the way society works dramatically, with even the most previously least tech-savvy individuals becoming E-commerce enthusiasts. Unlike the global financial crisis, Covid-19 caused the first effects on the real economy on the production of goods and services, and then in the second phase, the impacts on the banking and finance services. In this context, although the global banking and finance industry has not yet witnessed an industry-wide crisis, the prospects are not clear. Although the pandemic has severely impacted the financial services industry, it is still quite limited and includes positive and negative actions. Therefore, the author surveyed 700 customers who are using the financial services of commercial banks in Vietnam. The study results showed that five factors affected the quality of personal financial service at Vietnam commercial banks during the Covid-19 pandemic. The finding of results is crucial scientific evidence for bank managers to improve financial services.