Email this article CUSTOMER SATISFACTION ON INTERNET BANKING SERVICES OF VIET NAM PROSPERITY JOINT STOCK COMMERCIAL BANK IN HA NOI
About this article
Published: 15/12/18Authors
Do Thi Hong Van
, University of Transport Technology
Abstract
This paper aimed to determine major factors that affecting customer satisfaction on Internet Banking Service at Viet Nam Prosperity Joint Stock Commercial Bank. Additionally, this paper determined level of customer satisfaction on Internet Banking Service as well as describe the frequency and nature of utilization of Internet Banking. Required data was collected through customers’ survey. For conducting customers’ survey, a likert scale based on questionnaire was developed after review of literature and discussions with the Bank’s managers as well as experts in banking sector. Some solutions proposed to enhance the Bank’s efficiency. The findings of this paper will improve the Bank’s service quality to satisfy the existing customers and attract new customers. Besides, the findings will contribute to various researches on customer satisfaction on Internet Banking Service in the new train of literature.
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References
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