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      A study on the relationship between online banking service and customer satisfaction in Ho Chi Minh city : A study on the relationship between online banking service and customer satisfaction in Ho Chi Minh city

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      https://www.riss.kr/link?id=T13217906

      • 저자
      • 발행사항

        서울 : 숭실대학교 대학원, 2013

      • 학위논문사항

        Thesis(Master) -- 숭실대학교 대학원 , 경영학과(일원)

      • 발행연도

        2013

      • 작성언어

        영어

      • 주제어
      • 발행국(도시)

        대한민국

      • 형태사항

        ; 26 cm

      • 일반주기명

        지도교수: 박종우

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        • 숭실대학교 도서관 소장기관정보
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      다국어 초록 (Multilingual Abstract)

      In the trend of international integration like now, investment and development e-banking services is one of the measures to increase the competitive position of a number of Vietnam commercial banks in market. With desire to bring satisfaction to customers and enhance the competitiveness of the bank, the subject entered the study of customer satisfaction with e-banking services and offer solutions to enhanced the quality of banking services. Many studies on quality of service, including service quality SERVQUAL model (Parasuraman & CTG 1988), Quality function model (Gronross, 1983, 1990). Model of service quality on customer satisfaction at BIDV Le Thanh Hung. From the top model with the consultation of experts on bank interest cost as a basis to form a measurement model for service quality research variables are set with the hypothesis to assess the quality of e-banking services component to individual customers through customer satisfaction at some banks in Ho Chi Minh City area.
      The question of whether the customer satisfaction with the retail banking services / products and how that leads to customer satisfaction / dissatisfaction. To find the answer to this question, the author valuation factors affecting the quality of e-banking services and customer satisfaction based on the model - the relationship between the quality of e- banking services and customer satisfaction.
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      In the trend of international integration like now, investment and development e-banking services is one of the measures to increase the competitive position of a number of Vietnam commercial banks in market. With desire to bring satisfaction to custo...

      In the trend of international integration like now, investment and development e-banking services is one of the measures to increase the competitive position of a number of Vietnam commercial banks in market. With desire to bring satisfaction to customers and enhance the competitiveness of the bank, the subject entered the study of customer satisfaction with e-banking services and offer solutions to enhanced the quality of banking services. Many studies on quality of service, including service quality SERVQUAL model (Parasuraman & CTG 1988), Quality function model (Gronross, 1983, 1990). Model of service quality on customer satisfaction at BIDV Le Thanh Hung. From the top model with the consultation of experts on bank interest cost as a basis to form a measurement model for service quality research variables are set with the hypothesis to assess the quality of e-banking services component to individual customers through customer satisfaction at some banks in Ho Chi Minh City area.
      The question of whether the customer satisfaction with the retail banking services / products and how that leads to customer satisfaction / dissatisfaction. To find the answer to this question, the author valuation factors affecting the quality of e-banking services and customer satisfaction based on the model - the relationship between the quality of e- banking services and customer satisfaction.

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      목차 (Table of Contents)

      • ABSTRACTIN ENGLISH ⅷ
      • Chapter1: OVERVIEW 1
      • 1.1 Background and rationale 1
      • 1.2 Objectives 3
      • ABSTRACTIN ENGLISH ⅷ
      • Chapter1: OVERVIEW 1
      • 1.1 Background and rationale 1
      • 1.2 Objectives 3
      • 1.3 Scope and method of study 3
      • 1.4 The practical significance of the study 4
      • 1.5 The structure of the thesis 5
      • Chapter 2: LITERATURE REVIEW 6
      • 2.1 Literature review and service 6
      • 2.1.1 Definition of Service 6
      • 2.1.2 Characteristics of a service 6
      • 2.1.1.1 Intangibility 7
      • 2.1.1.2 Variability 7
      • 2.1.1.3 Inseparability 7
      • 2.2.1 The school and basic theory in the world 8
      • 2.2 Overview about e-banking and e-banking services 8
      • 2.2.1 Definition 8
      • 2.2.2. The morphological development of e-banking 9
      • 2.2.2.1 Brochure-Ware 9
      • 2.2.2.2 E-commerce 9
      • 2.2.2.3 E-business 10
      • 2.2.3 E-banking services 10
      • 2.2.3.1 Types of services 11
      • 2.2.3.2 Electronnic payment methods 13
      • 2.2.4 E-banking supply situation at several commercial banks in HCMC 14
      • 2.2.4.1 Asian stock commercial bank (ACB) 14
      • 2.2.4.2 Trade Technological and Commercial Joint Stock Bank (Techcombank) 16
      • 2.2.4.3 Bank for Foreign Trade of Vietnam (Vietcombank) 18
      • 2.2.4.4 Export-Import Bank Eximbank 19
      • 2.3.1 SERVQUAL mode 22
      • 2.3.1.1 The 5 gap model of service quality 22
      • 2.3.1.2 Components of service quality 25
      • 2.4 The relationship between service quality and customer satisfaction 26
      • 2.4.1 The concept of customer satisfaction 26
      • 2.4.2 The relationship between service quality and customer satisfaction 27
      • 2.5 Research Model and scale 28
      • 2.5.1 Research model 28
      • 2.5.1.2 Perceived quality service model – PQSM (Gronroos, 1984:2000) 30
      • 2.5.1.3 The model measuring Customer satisfaction at BIDV bank 31
      • 2.5.1.4 The model relationship between the quality of e-banking services
      • and customer satisfaction 34
      • 2.5.2.1 Scale of e-banking services quality based on model - the relationship
      • between service quality and e-banking customer satisfaction 36
      • 2.5.2.2 Scale of customer satisfaction on e-banking services 38
      • 2.6 Summary of chapter 2 38
      • Chapter 3: RESEARCH METHODOLOGY 40
      • 3.1 Research process 40
      • 3.1.1 Preliminary research 40
      • 3.1.1.1 Group discussion 40
      • 3.1.1.2 Questionnaire design 41
      • 3.1.1.3 Correction scale 41
      • 3.1.2 Official research (quantitative research) 42
      • 3.1.2.1 Method of specimen and information collection 42
      • 3.1.2.2 Plan of data analysis 42
      • 3.2 Summary of chapter 3 46
      • Chapter 4: STUDY RESULTS 47
      • 4.1 Description of sample 47
      • 4.2 Evaluating the scale with Cronbach alpha coefficient 48
      • 4.2.1 Result analysis service quality scale model the relationship between
      • service quality and e-banking customer satisfaction 48
      • 4.3 Evaluating the scale with EFA 52
      • 4.3.1 Scale service quality satisfaction model 52
      • 4.4 Testing the research model using regression analysis 58
      • 4.4.1 Analysis of pearson correlation coefficient 58
      • 4.4.2 Regression analysis 60
      • 4.4.3 The corrected model in the first 62
      • 4.5 Interpreting customer satisfaction on e-banking service quality at commercial
      • banks in HCMC 64
      • 4.6 Summary of chapter 4 64
      • Chapter 5: CONCLUSION 65
      • 5.1 Conclusion 65
      • 5.2 Drawbacks and recommendations 65
      • REFERENCES 68
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