Abstract
At the present time, the Internet plays an important role in people’s daily lives, and it should be considered as a service delivery channel that provides and maintains the service quality. In particular, the convenience of banking through the Internet that not only allows cost reduction for customers but also provides a quick and efficient service. The key purpose of this study is to find out the impact of factors relating to the service quality on customer satisfaction, and to test the relationship between the effect of the Internet banking service, customer satisfaction, and customer loyalty in Vietnam. Respondents numbering 293 from Vietnam were selected and interviewed in this study. Regression analysis was used to test the six research hypotheses. The results indicated that five of the six hypotheses were supported and reliability, fulfillment, efficiency, and website design, had a positive influence on the satisfaction of customers and customer satisfaction has been a significant influence on customer loyalty. Lastly, to propose effective measures on how to enhance the quality of the Internet banking service in Vietnam.
YI HSU, THI MAI NGUYEN. (2016) Service Quality, Customer Satisfaction, and Customer Loyalty of Internet Banking in Vietnam., International Review of Management and Business Research, Volume 5, Issue 4.
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