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Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/3227

Title: Evaluating Customer Satisfaction on e-banking Service Quality at Bank of Investment and Development of Vietnam, Haiduong branch – The application of Gronroos Model
Evaluating Customer Satisfaction on e-banking Service Quality at Bank of Investment and Development of Vietnam, Haiduong branch – The application of Gronroos Model
Authors: 阮秋霞
Nguyen Thu Ha
Contributors: 經營管理研究所
陳清燿(Chieg-Yaw Chen)
Keywords: Customer Satisfaction, Service Quality, E-banking, Vietnam.
Customer Satisfaction, Service Quality, E-banking, Vietnam.
Date: 2013
Issue Date: 2013-05-24 16:45:00 (UTC+8)
Publisher: 高雄市:[樹德科技大學經營管理研究所]
Abstract: N/A
The purpose of this study is to identify the factors of service quality which
influence customer satisfaction with e-banking service at Bank for Development and
Investment of Vietnam, Haiduong branch (BIDV). The applied model is GRONROOS
model (or Nordic model).
The result shows that customer satisfaction with e-banking service at BIDV is influenced by two factors: (1) functional quality and (2) ease of use and reliability.
The two factors positively affect customer satisfaction with e-banking service at BIDV.
The result also shows that samples’ education and income make difference in their satisfaction, meanwhile age and gender does not make any considerable difference. The research result helps to recommend suggestions for developing ebanking service at BIDV, draw some limitations and lessons for further study.
Appears in Collections:[經營管理研究所] 博碩士論文

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