Determinant Factors and Consequences of Customer Satisfaction in Vietnamese Internet Banking Sector

Determinant Factors and Consequences of Customer Satisfaction in Vietnamese Internet Banking Sector

Duong Phuong Linh(Duong Phuong Linh)

指導教授 ： 張姮燕

義守大學/管理學院/管理碩博士班/碩士(2015年)

https://doi.org/10.6343/ISU.2015.00234

摘要

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關鍵字

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並列摘要

The development of Internet-based technologies in the last two decades significantly changes the way businesses operate. Banking sector is along with the evolution of computer and specialized technologies in order to provide the highest quality to customers. Internet Banking is new service so it pays more and more attention of customers in Vietnam. Internet Banking services and perceived value is basically essential to satisfy and retain customers. They are also the critical elements to achieve customer satisfaction and then leads to customer loyalty and brand reputation. These research findings showed that there is positive relationship between service quality and customer satisfaction, perceived value and customer satisfaction, brand reputation and customer satisfaction, as well as customer loyalty and customer satisfaction.

並列關鍵字

Internet Banking ； Banking Sector ； Customer Satisfaction ； Service Quality ； Perceived Value

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