TAILIEUCHUNG - Research on the relationship among e-banking service quality, customer satisfaction and customer loyalty in Vietnam

Research objectives: To research an overview of e-banking service quality, customer satisfaction, customer loyalty, switching cost, customer trust and the relationship among variables; to develop a research model on the relationship among e-banking service quality, customer satisfaction and customer loyalty affected by intermediate factors including switching cost and customer trust in e-banking sector in Vietnam. | 1 INTRODUCTION 1. Necessity of the topic The development of information technology in banking has remarkably changed business strategies of commercial banks. Instead of supplying traditional banking services commercial banks has been taking advantage of information technology especially internet to provide customers with modem banking services hereinafter referred to as e-banking . E-banking services bringvariousbenefits to banks such as decrease in number of banking staff and branches and increase in number of transactions as well thereby banking cost will slump whereas profit will rocket. For customers e-banking services help them to rapidly and conveniently make transactions and their travelling time and transaction cost can be saved as a result. Thanks to a numberof benefits brought by e-banking services commercial banks in Vietnam have been proactively investing in electronic infrastructure system to compete in this sector however they have not met higher and higher demand of customers and failed to satisfy customers as well as get loyal customers. On the other hands to well compete in e-banking sector banks should understand criteria used by customers to assess e-banking service quality and then make solutions to improve theứ service quality and customer satisfaction. In order to do this it is vital to develop a research model to determine the relationship among assessment criteria fore-banking service quality customer satisfaction and customer loyalty affected by other intermediate factors switching cost customer bust etc. as well as to make orientation for competitive strategies of the banks. Because of the above reasons the topic named Research on the relationship among e-banking service quality customer satisfaction and customer loyalty in Vietnam is chosen as research topic of the thesis. . Research objectives - To research an overview of e-banking service quality customer satisfaction customer loyalty switching cost customer trust and the .

• Thạc sĩ - Tiến sĩ - Cao học
• Relationship among e banking service quality
• Customer satisfaction
• Customer loyalty
• E banking sector in Vietnam