Factors Affecting Customer Satisfaction of Using Internet Banking: A Case Study of Commercial Banks in Vietnam

• Main Authors: Nguyen Hong Hanh, 阮紅幸
• Other Authors: Tsan, Chia-Chi
• Format: Others
• Language: en_US
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/zcs56s

碩士 === 龍華科技大學 === 企業管理系碩士班 === 105 === The aims of this research explores the process of adoption of internet banking in Vietnam through the effects frameworks of Electronic Service Quality (E-SERVQUAL) on main predictors of customer satisfaction. The implementation of Internet banking becomes a necessity for every bank to ensure that they are able to compete in the global market based on various internet applications. The thesis tend to survey and analysis both internal and external factors which affect to internet banking market in Vietnam by many ways and discover advantages and disadvantages to explore suggestion ideas. With deep perception and detailed analysis, the study contributes to the literature on the internet banking services in domestic. In addition, a total of 214 questionnaires were distributed and then data were interpreted by quantitative analysis with the support of Statistical Package for the Social Science 18.0. Besides that, regression analysis was used to test hypotheses. The empirical findings show that customer satisfaction was positively correlated to website design, assurance, reliability, privacy and contact. Managerial implications are also discussed and concluding remarks are made.