| dc.description.abstract | The purpose of this study is to explore the internet banking service dimensions
that will have the impact on customer satisfaction of Vietcombank customers.
A quantitative research is applied with survey questionnaires distributed to
respondents at bank counters.There are eventually 211 responses that are used as input
data. Collected data are processed in the statistical software SPSS; the consistency
cofficients measured with cronbach’s Alpha for scaling test and Exploratory Factor
Analysis (EFA) were used.
Results show that Web design, Customer service, Assurance, Preferential
Treatment and Information Provision are the important factors that have the impact on
customer satisfaction. While Assurance is the most significant factor, followed by
Customer service, Preferential treatment, Information Provision and Web design
respectively.
It is found that, generally, customer satisfaction is not too high, just above
average. The findings suggest that banks should focus on main factors, especially
Assurance, in specific plans to develop services and enhance quality for higher
satisfaction of customers from this service.
Keywords : Customer Satisfaction, Internet Banking Service. | en_US |
