This research proposes a model of SERVQUAL scale calibration and uses the SERVPERF model to study the relationship between quality of ATM service and customer satisfaction. The research uses the combination of qualitative and quantitative methodology with the Cronbach’s alpha reliability analysis, Exploratory Factor Analysis (EFA) method; Confirmation Factor Analysis (CFA) and Structural Equation Modeling (SEM) through SPSS and AMOS 20.0 data analysis software. The survey was conducted with 800 questionnaires with the convenient sampling method. The number of remaining sample for analysis was 779 responses of individual customers using ATM card services of Bank for Foreign Trade of Vietnam (Vietcombank) Vinh Long. The results show that the satisfaction of customers using ATM cards of Vietcombank Vinh Long is influenced by 4 factors with the order of importance as follows: (1) Price; (2) Network; (3) Reliability; (4) Empathy. Thereby, the author suggests some managerial implications to Vietcombank Vinh Long management to enhance the ATM service quality, then improve customer satisfaction. This research still has some limitations: (1) The study does not investigate other influencing factors, (2) The convenient sampling method has not been generalized well, (3) The research is only conducted for Vietcombank.

Abstract
 1. Introduction
 2. Literature Review
  2.1. Service Quality
  2.2. Customer Satisfaction
  2.3. Overview of ATM Cards
 3. Research Results
  3.1. The Sample
  3.2. Analysis of Cronbach's Alpha
  3.3. Analyzing the Exploratory Factor Analysis -EFA
  3.4. Confirmatory Factor Analysis - CFA
  3.5. Model Testing and Hypothesis Using SEM
  3.6. Testing the Theoretical Model after Calibration
 4. Managerial Implication and Limitations
  4.1. Managerial Implication
  4.2. Limitations and Recommendations for Further Studies
 5. Conclusions
 References

• Ha Nam Khanh Giao(Director of the Institute of Applied Economics, University of Finance - Marketing) Corresponding Author