| dc.description.abstract | This research is conducted in order to develop a model measuring service quality on online banking service, and study the impacts of the bank‟ online service quality on their customer satisfaction.
The research has been conducted from October 2012 to December 2012 in Ho Chi Minh City. The reviewing of literature, related theories and former researches proposes different model of service quality. Importantly, E- service quality model developed by Ho and Lin (2010) with 5 dimensions of service quality is used for discussion in the preliminary individual depth interviews with respondents.
After the interviews, the scale of E- service quality is adjusted to be suit with customer‟s expectations toward online banking in Viet Nam, particularly in Ho Chi Minh City. The model identified 7 independent variables which include: web design, convenient, accuracy, security, customer care, information provision and preferential treatment; and the dependent variable is customer satisfaction.
The study was conducted by quantitative analysis based on secondary and primary data. 160 questionnaire surveys were collected. After that, data was analyzed
by SPSS 18.0 (descriptive statistics, cronbach‟s alpha, correlation testing, and KMO
analysis)
The study founded that: There are 5 factors affect directly to customer satisfaction toward online banking in Vietnam. There are: Convenient, accuracy, security, fee and customer care.
Although there are limitations of this study, this study is proposed with some practical implications and recommendations in order to improve service quality as
well as customer satisfaction level toward online banking service in Ho Chi Minh
City. | en_US |
