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.