Evaluation Of Customer Satisfaction With Internet Banking Service Quality Of Vietcombank In Can Tho City

2016 ◽  
Vol 2 (6) ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Internet Banking ◽  
Banking Service ◽  
Can Tho City

Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty

2016 ◽  
Vol 7 (1) ◽  
pp. 1-17 ◽  
Author(s):  
Pham Long ◽  
Phan Dien Vy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Relevant Literature ◽  
Internet Banking ◽  
Three Dimensions ◽  
Online Information ◽  
System Quality ◽  
Banking Service

Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking service quality, customer satisfaction and customer loyalty in the context of Vietnam - emerging as a new potential market. The findings of this study indicate that three dimensions of internet banking service quality namely online customer service quality, online information system quality and banking service product quality are found to be statistically significant in determining overall internet banking service quality. In addition, overall internet banking service quality has significant impact on customer satisfaction and in turn customer satisfaction has significant impact on customer loyalty. Implications and recommendations are discussed with the aim of improving internet banking services, customer satisfaction and customer loyalty.

scholarly journals E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model

2018 ◽  
Vol 5 (6) ◽  
pp. 4808-4819 ◽  
Author(s):  
Sathiyavany, N ◽  
Shivany, S
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Model ◽  
Empirical Test ◽  
Research Work ◽  
Internet Banking ◽  
Online Banking ◽  
Quality Factors ◽  
Banking Services ◽  
Banking Service

Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures covers the trends in internet banking , E-service quality dimensions relating to  e-banking services, e-Service Quality Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty, Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, e-satisfaction, and e-loyalty among the internet banking customers. Another part of this research will empirically test the formulated hypotheses in the present research work.

The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

2021 ◽  
Vol 2 (4) ◽  
pp. 1415-1422
Author(s):  
Deni Ardiansyah ◽  
Lies Handrijaningsih
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Internet Banking ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Banking Service ◽  
Electronic Service ◽  
The Impact

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.  

Impact of trust on the relationship of e-service quality and customer satisfaction

2015 ◽  
Vol 10 (1) ◽  
pp. 21-46 ◽  
Author(s):  
Sukanya Kundu ◽  
Saroj Kumar Datta
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Research Work ◽  
Internet Banking ◽  
Equation Modeling ◽  
Content Type ◽  
Banking Service ◽  
Valid Instrument

Purpose – The purpose of this paper is to find the role of trust as a mediating variable between e-service quality and customer satisfaction in internet banking. Design/methodology/approach – The paper opted for an exploratory study using closed ended questionnaire. The empirical data are drawn from 367 customers of internet banking. Factor structure of e-SQ, customer satisfaction and trust has been tested using EFA and CFA by gap values and perception values. Structure equation modeling has been used to analyze the effects of independent variable e-service quality on customer satisfaction and the role of mediating variable trust. Stepwise analysis has been done to examine the effect of trust on customer satisfaction. Sobel test has been used to measure the indirect effect. Findings – e-SQ was found to be strongly correlated with customer satisfaction. The results confirm trust as a mediating variable between e-service quality while analyzing the same model with gap value and perception value. Research limitations/implications – The research implies that banking service providers should focus on improvement of trust parameters as well as those e-SQ dimensions which affects trust, to retain the customers and to get more customers for internet banking. Originality/value – The reliable and valid instrument confirmed in this research can be used by further studies detecting the relationships among these constructs in an extended context. The fundamental premise of the proposed research work model was to make banking service providers understand comprehensively the factors necessary to achieve high service quality that will significantly impact on customers’ trust, satisfaction.

scholarly journals Measuring the Variance between Personal Demographic Factors on Banking Tangible, Reliability and Empathy Factors of Service Quality

2019 ◽  
Vol 8 (3) ◽  
pp. 4314-4318
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Environment ◽  
Public Sector Banks ◽  
Banking Service ◽  
Study Results ◽  
Gender Education ◽  
Questionnaire Method

Purpose: In the present marketing environment customers are in the highly competitive and vibrant banking industry in India to look forward to most satisfying quality of service from their respective banks right from their entry into their premises till the fulfillment of purpose of their visit. This research paper has measure the effect of five personal demographic variables on banking service quality items. Methodology: The sample size consists of 300 respondents which were customer of public sector banks at Urban area in Tiruchirapplli District. The questionnaire method was adopted to collect the responses from customer. The questionnaire consist of five questions which are related to personal and demographic details of banks customer. This questions were nominal and Ratio scale questions. There are five questions which ware measure the customer satisfaction over the banking Tangible, Reliability and Empathy factors by using five point Likert’s Scale. Statistical Tools: The respondents are segregated on the basis of different variables such as income, age, occupation gender, Education were consider as independent variables and three core variables related to banking service quality were consider as response items. The descriptive test and analysis of variances used to verity the research hypothesis of this study. Results: Age, Gender and Income has statistically significant effect on public sector customer Satisfaction on Tangibility. Education has statistically significant effect on public sector customer Satisfaction on Empathy factor.

Service Quality in Banks

2008 ◽  
pp. 16-32
Author(s):  
Carlo Gabriel Porto Bellini ◽  
Rita de Cássia de Faria Pereira
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship ◽  
International Banking ◽  
Strategic Decisions ◽  
Banking Service ◽  
Bank Executives ◽  
Definition Of ◽  
Financial Transactions

Quality in servicing customers is an important marketing construct for banks, but idiosyncrasies in the definition of service quality and customer satisfaction, as well as in adapting current instruments to measure them in the international banking industry, constitute major constraints to research and practice. This chapter conceptualizes the quality of banking services based on the perception of 11,936 customers of a major Brazilian bank. Five drivers of banking service quality are developed and argued to be a proxy for customer satisfaction: (1) business and financial transactions, (2) customer relationship, (3) information technology, (4) branch, and (5) image. The resultant framework is expected to serve bank executives when making strategic decisions on how to address the clientele.

scholarly journals Customer Satisfaction as Intervening Between Use Automatic Teller Machine (ATM), Internet Banking and Quality of Loyalty (Case in Indonesia)

2019 ◽  
Vol 10 (6) ◽  
pp. 54 ◽  
Author(s):  
Indrayani ◽  
Chablullah Wibisono ◽  
Sanni Aritra ◽  
Iskandar Muda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Regression Coefficient ◽  
Secondary Data ◽  
Internet Banking ◽  
Automatic Teller Machine ◽  
Result Show ◽  
Dominant Influence

This research aims to determine the effect of customer satisfaction as an intervening variable between utilization of Automatic Teller Machine (ATM) variable, Internet Banking variable and service quality variable to variable customer loyalty at PT. Bank Mandiri Tbk in Batam city, Indonesia. This research is collecting the data in the form of primary and secondary data. Collecting the data in this study using questionnaires in the form of respondents Involved in this research were 187 customers. The number is obtained by using the formula Slovin with random sampling. The collected the data were processed and Analyzed by using SPSS and SEM for normality, regression coefficient, and determination. From the result show that the variable utilization ATM, Internet Banking and service quality affect to customer satisfaction has 83%. That is the service quality variables of the most dominant influence on customer satisfaction and customer loyalty.

scholarly journals Pengaruh Kualitas Layanan Internet Banking terhadap Kepuasan Nasabah pada PT Bank Negara Indonesia Persero Tbk KC Madiun

2018 ◽  
Vol 6 (1) ◽  
pp. 71
Author(s):  
Febri Nur Endah Safitri
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Internet Banking ◽  
T Test ◽  
Coefficient Of Determination ◽  
Simple Linear Regression ◽  
Banking Service

<p><em>This research has purpose to know the quality of internet banking service in PT BNI Persero Tbk KC Madin, to know customer satisfaction at PT BNI Persero Tbk KC Madiun. In this study the population consists of 512 customers with a sample of 225 clients taken with Incidental sampling technique. Technique of taking data taken by questionnaire, observation and documentation. The analysis was processed with SPSS version 20.0 using simple linear regression with hypothesis test, determination test and t test. The result of the research shows that the result of Simple Linear Regression Test is Y = 12,646 + 0,635 X, constant equal to 12,646 meaning if variable of Quality of Internet Banking Service is fixed then Customer Satisfaction amount is 0,635 so there is influence between Quality of Internet Banking Service to Customer Satisfaction. The result of Coefficient of Determination Adjust (R2) is known 0,377 means 37,7% Quality of Internet Banking Service influenced by Customer Satisfaction, while the rest 62,3% Quality of Internet Banking Service influenced by other variable not examined in this research. The result of t test is t_hitung value is 11,697 while t_tabel is 1,651. This means that the value of </em><em>〖</em><em>t</em><em>〗</em><em> _count&gt; t_table (11,697&gt; 1,651). so it can be concluded that Ho is rejected and Ha accepted.</em></p>

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