探討開發中國家之電子商務服務：以越南Vietcombank為例

Exploring the E-Banking Service of Developing Country : The Case of Vietcombank in Vietnam

申氏厚(Than-Thi Hau)

指導教授 ： 李正文

中原大學/商學院/國際經營與貿易研究所/碩士(2014年)

https://doi.org/10.6840/cycu201400004

摘要

本文研究了 Vietcombank（VCB) 的商業服務銀行，在越南的主要銀行之一。本論文的目的將根據客戶滿意度來進行評估Vietcombak的商業服務質量 , 然後提出 方向，解決方案以提高其質量，同時提高客戶滿意度於VCB。

本研究不只使用VCB商業服務的數據，而還提供 其他的商業服務銀行（ Techcombank和Vietinbank ）的數據來做一個比較，讓讀者更了解VCB的商業服務的缺點和優點。

首先，這研究簡介越南的商業服務，然後再繼續深入Vietcombank的商業服務, 以及e-banking所帶來給Vietcombank和客戶的利益。此外，這研究繼續提供客戶滿意度對於服務質量的具體證據。

第二, 本文繼續使用回歸分析的方法來確定每一個因素的權重。另外 ， 根據七個獨立的變數來進行回歸分析。回歸分析以進行於SPSS模型.

最後，從回歸分析結果，本文會提供一些方法以提高於開展Vietcombank的 e-banking。

關鍵字

電子商務

並列摘要

This Thesis surveys e-banking service at Vietcombank, one in the leading banks in Vietnam. Purpose of this Thesis is to evaluate quality of e-banking service of Vietcombank via customer satisfaction, then give out orientations, solutions for boosting its quality while increasing customer satisfaction.

This study not only use the data VCB business services, while also providing other business services Bank (Techcombank and Vietinbank) to do a comparison of the data, allowing readers to better understand the pros and cons VCB commercial services.

First of all, the Thesis shall introduce in short e-banking of banks in general and Vietcombank in particular as well as benefits brought about from it to customers and Vietcombank. Besides, the research continues to supply concrete proofs regarding customer satisfaction for service quality. E-banking service quality scaling system is evaluated based on SERVQUAL model.

Secondly, the Thesis shall continue to use the method of regression analysis to determine weight of each factors affecting degree of customer satisfaction. The regression analysis shall be conducted based on 7 independent variables. The regression analysis is conducted by the regression analysis of all variables with SPSS software.

Finally, from the result of the regression analysis, the Thesis shall give out some solutions in order to improve and develop e-banking service of Vietcombank.

並列關鍵字

E - banking service

參考文獻

Foreign Trade University, E-commerce subject, e - commer 2012.

Do Thi Thanh Huyen (2008), Fulfilling legal frame for e-banking operations in Vietnam, graduation thesis, pp 18-35

Steve Clarke ( 2009 ), E-Banking Management: Issues, Solutions, and Strategies , pp 35-54

Booz, Allen & Hamilton (1997) " Internet banking : a global study of potential", Booz, Allen & Hamilton Inc., New York, NY.

The Australian Banker journal, How the Internet redefines banking,1999 , No 27,