跳到主要內容

臺灣博碩士論文加值系統

(44.200.86.95) 您好!臺灣時間:2024/05/21 08:20
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:鴻光
論文名稱:E-Banking Service Quality and Customer Satisfaction: A Case Study at Vietcombank
論文名稱(外文):E-Banking Service Quality and Customer Satisfaction: A Case Study at Vietcombank
指導教授:葉榮椿葉榮椿引用關係
指導教授(外文):Ron Chuen Yeh
學位類別:碩士
校院名稱:美和科技大學
系所名稱:企業管理系經營管理碩士班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2015
畢業學年度:103
語文別:英文
論文頁數:69
中文關鍵詞:E-bankinge-banking service qualitycustomer satisfactionE-SERVQUALVietcombank
外文關鍵詞:E-bankinge-banking service qualitycustomer satisfactionE-SERVQUALVietcombank
相關次數:
  • 被引用被引用:0
  • 點閱點閱:197
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
In this research, E-SERVQUAL is utilized to measure e-banking service quality. The results of the thesis provide a number of important implications for practitioners. To begin with, all the constructs of E-SERVQUAL are significant and important. They have impact on customer satisfaction. Note that efficiency attributes are related to how to design the website customer interface while the fulfillment attributes are concerned with the website’s behind the infrastructure of the bank. That is why, achieving a high quality image for a bank’s website required more than generating an excellent outsite appearance for the site. Secondly, system availability is also critical that can have impact on customer satisfaction. The bank should take into consideration potential effects of website designs on system availability. Privacy plays an imporat role among the constructs and the findings indicate that this factor has a significant influence on customer satisfaction. Prior studies have contended that privacy perceptions do influence customers’ overall quality perceptions, and this study is in line with the results of the prior studies. Thus, Vietcombank needs to continue to reassure customers through website design cues and external communications signaling the privacy/security of the site. Last but not least, in this study, responsiveness is among the most important factors influencing customer satisfaction. Vietcombank needs to upgrade its capacity in order to help customers get access to available and relevant information when they need.
In this research, E-SERVQUAL is utilized to measure e-banking service quality. The results of the thesis provide a number of important implications for practitioners. To begin with, all the constructs of E-SERVQUAL are significant and important. They have impact on customer satisfaction. Note that efficiency attributes are related to how to design the website customer interface while the fulfillment attributes are concerned with the website’s behind the infrastructure of the bank. That is why, achieving a high quality image for a bank’s website required more than generating an excellent outsite appearance for the site. Secondly, system availability is also critical that can have impact on customer satisfaction. The bank should take into consideration potential effects of website designs on system availability. Privacy plays an imporat role among the constructs and the findings indicate that this factor has a significant influence on customer satisfaction. Prior studies have contended that privacy perceptions do influence customers’ overall quality perceptions, and this study is in line with the results of the prior studies. Thus, Vietcombank needs to continue to reassure customers through website design cues and external communications signaling the privacy/security of the site. Last but not least, in this study, responsiveness is among the most important factors influencing customer satisfaction. Vietcombank needs to upgrade its capacity in order to help customers get access to available and relevant information when they need.
ACKNOWLEDGMENTS I
ABSTRACT II
Contents III
Tables V
Figures VI
Chapter1 Introduction 1
1.1 Motivation 1
1.2 Purpose 3
1.3 Research Scope and Limitations 5
1.4 Definition of Terms 6
Chapter 2 Literature Review 12
2.1 Traditional Service Quality 12
2.2 E-service Quality 14
2.3 E-banking Service Quality 18
2.4 Customer Satisfaction 21
2.5 Vietcombank 23
Chapter 3 Research Methodology 26
3.1 Research Model and Hypotheses 26
3.2 Measurement of Variables 29
3.3 Data Collection 30
3.4 Statistical Technique 32
Chapter 4 Research Results and Analysis 34
4.1 Sample description 34
4.2 Reliability and Validity of Variables 36
4.3 Descriptive Statistics of Variables 42
4.4 Hypothesis test 46
4.5 Discussion 48
Chapter 5 Implications, Conclusions and Recommendations 49
5.1 Findings and Contribution 49
5.2 Implication 55
5.3 About Anything 59
References 60
Attachment 65

I. English
Avkiran, N.K (1994). Developing an instrument to measure customer service quality in branch banking. International Journal of Bank Marketing, 12(6), 10 - 18.
Bahia, K &; J. Nantel (2000). A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18(2), 84 - 91.
Barnes, S.J &; R. Vidgen (2001). An evaluation of cyber-bookshops: The WebQual method. International Journal of Electronic Commerce, 6(1), 11 - 30.
Bauer, H.H., M. Hammerschmidt &; T. Falk (2005). Measuring the quality of e-banking portals. International Journal of Bank Marketing, 23(2), 153 - 175.
Baumann, C., S. Burton &; G. Elliott (2005). Determinants of customer loyalty and share of wallet in retail banking. Journal of Financial Services Marketing, 9(3), 231 - 248.
Beerli, A., J.D. Martin &; A. Quintana (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1/2), 253 - 275.
Bolton, R.N &; J.H. Drew (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17March, 375 - 384.
Boulding, W., A. Kalra., R. Staelin &; V. Zeithaml (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30 February, 7 - 27.
Broderick, A.J &; S. Vachirapornpuk (2002). Service quality in Internet banking: The importance of customer role. Marketing Intelligence &; Planning, 20(6), 327 - 335.
Cai, S &; M. Jun (2003). Internet users’ perceptions of online service quality: A comparison of online buyers and information searchers. Managing Service Quality, 13(6), 504 - 519.
Calik, N &; N.F. Balta (2006). Consumer satisfaction and loyalty derived from the perceived quality of individual banking services: A field study in Eskisehir from Turkey. Journal of Financial Services Marketing, 10(4), 135 - 149.
Caruana, A (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811 - 828.
Churchill, G.A.Jr &; C. Surprenant (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, (21)November, 491 - 504.
Cowling, A &; K. Newman (1995). Banking on people: TQM, service quality, and human resources. Personnel Review, 24(7), 25 - 40.
Cox, J &; B.G. Dale (2001). Service quality and e-commerce: An exploratory analysis. Managing Service Quality, 11(2), 121 - 131.
Cronin, J.J &; S.A. Taylor (1994). SERVPERF versus SERVQUAL: Reconciling performance -based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125 - 131.
Dabholkar, P.A., D.I. Thorpe &; J.O. Rentz (1996). A measure of service quality for retailing stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 2 - 16.
Dekimpe, M.G., J.B.E.M. Steenkamp., M. Mellens &; P.V. Abeele (1997). Decline and variability in brand loyalty. International Journal of Research in Marketing, 14, 405 - 420.
Dick, A.S &; K. Basu (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99 - 113.
Ehigie, B.O (2006). Correlates of customer loyalty to their bank: A case study in Nigeria. International Journal of Bank Marketing, 24(7), 494 - 508.
Fishbein, M (1980). An overview of the attitude construct. In Hafer, G.B., A look back, a Look ahead. American Marketing Association, Chicago, IL.
Fishbein, M &; I. Ajzen (1975). Belief, attitude, intention, and behavior. Addison-Wesley, Reading, MA.
Fisher, A (2001). Winning the battle for customers. Journal of Financial Service Marketing, 6(2), 77 - 83.
Flavian, C., E. Tores &; M. Guinaliu (2004). Corporate image measurement: A further problem for the tangibilization of Internet banking services. The International Journal of Bank Marketing, 22(5), 366 - 384.
Gerlach, D (2000). Put your money where your mouse is. PC World March, 191 - 199.
Giese, J &; J. Cote (2000). Defining customer satisfaction. Academy of Marketing Science Review, from http://www.amsreview.org/amsrev/theory/giese00-01.html
Howcroft, B (1991). Customer service in selected branches of a UK clearing bank: A pilot study. Proceedings of the Service Industries Management Research Unit Conference. Cardiff Business School, University of Wales College of Cardiff, 25-26 September.
Jabnoun, N &; H.A.H. Al-Tamimi (2003). Measuring perceived service quality at UAE commercial banks. International Journal of Quality &; Reliability Management, 20(4), 458 - 472.
Jamal, A &; K. Naser (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4/5), 146 - 161.
Jaruwachirathanakul, B &; D. Fink (2005). Internet banking adoption strategies for a developing country: the case of Thailand. Internet Research, 15(3): 295 – 311.
Jayawardhena, C (2004). Measurement of service quality in Internet banking: The development of an instrument. Journal of Marketing Management, 20, 185 - 207.
Jun, M &; S. Cai (2001). The key determinants of Internet banking service quality: A content analysis. International Journal of Bank Marketing, July, 276 - 291.
Jun, M., Z. Yang &; D.S. Kim (2004). Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality &; Reliability Management, 21(8), 817 - 840.
Lee, G.G &; H.F. Lin (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail &; Distribution Management, 33(2), 161 - 176.
Lee, H., Y. Lee &; D. Yoo (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217 - 231.
Madu, C.N &; A.A. Madu (2002). Dimensions of e-quality. International Journal of Quality &; Reliability Management, 19(3), 246 - 258.
Maenpaa, K (2006). Clustering the consumers on the basis of their perceptions of the Internet banking services. Internet Research, 16(3), 304 - 322.
Mefford, R.N (1993). Improving service quality: Learning from manufacturing. International Journal of production Economics, 30, 399 - 413.
Mohr, L.B (1982). Explaining organizational behavior. Jossey-Bass, San Francisco, CA.
Moutinho, L (1992). Customer satisfaction measurement: Prolonged satisfaction with ATMs. International Journal of Bank Marketing, 10(7), 30 - 37.

Moutinho, L &; D.T. Brownlie (1989). Customer satisfaction with bank services: A multidimensional space analysis. International journal of Bank Marketing, 7(5), 23 - 27.
Naser, K., A. Jamal &; K. Al-Khatib (1999). Islamic banking: A study of customer satisfaction and preferences in Jordan. International Journal of Bank Marketing, 17(3), 135 - 150.
Oliver, R.L (1980). Cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(11), 460 - 469.
Oliver, R.L (1993). A conceptual model of service quality and service satisfaction: Compatible goals, different concepts. Advances in Services Marketing and Management, 2, 65 - 85.
Parasuraman, A., V.A. Zeithaml &; L.L. Berry (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41 - 50.
Parasuraman, A., V.A. Zeithaml &; L.L. Berry (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12 - 40.
Parasuraman, A., V.A. Zeithaml &; A. Malhotra (2005). E-S-Qual: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213 - 233.
Pikkarainen, K., T. Pikkarainen., H. Karjaluoto &; S. Pahnila (2006). The measurement of end-user computing satisfaction of online banking services: Empirical evidence from Finland. International Journal of Bank Marketing, 24(3), 158 - 172.
Polatoglu, V.N &; S. Ekin (2001). An empirical investigation of the Turkish consumers’ acceptance of Internet banking services. International Journal of Bank Marketing, April, 156 - 165.
Reichheld, F (1993). Loyalty based management. Harvard Business Review, March-April, 64 - 73.
Rotchanakitumnuai, S &; M. Speece (2003). Barriers to Internet banking adoption: A qualitative study among corporate customers in Thailand. International Journal of Bank Marketing, 21(6), 312 - 323.
Santos, J (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233 - 246.
Siu, N.Y.M &; J.C.W. Mou (2005). Measuring service quality in Internet banking: The case of Hong Kong. Journal of International Consumer Marketing, 17(4), 99 - 116.
Smith, A.M &; B.R. Lewis (1989). Customer care in financial service organizations. International Journal of Bank Marketing, 7(5), 13 - 22.
Ting, D.H (2004). Service quality and satisfaction perceptions: Curvilinear and interaction effect. The International Journal of Bank Marketing, 22(6), 407 - 420.
Tse, D.K &; P.C. Wilton (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 17 November, 460 - 469.
Veloutsou, C., S. Daskou &; A. Daskou (2004). Analysis papers: Are the determinants of bank loyalty brand specific. Journal of Financial Services Marketing, 9(2), 113 - 125.
VinaCapital (2008). Retrieved August 10, 2009, from http://www.vinacapital.com.
Wolfinbarger, M.F &; M.C. Gilly (2002). ETailQ: Dimensionalization, measuring and predicting Etail quality. Journal of Retailing, 79(3), 183 - 198.
Yang, Z., M. Jun &; R.T. Peterson (2004). Measuring customer perceived online service quality: Scale development and managerial Implications. International Journal of Operations &; Production Management, 24(11), 1149 - 1174.
Zeithaml, V.A., L.L. Berry &; A. Parasuraman (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1 - 12.
Zeithaml, V.A., A. Parasuraman &; A. Malhotra (2001). A conceptual framework for understanding e-service quality: Implications for future research and managerial practice. MSI Working Paper Series Report No. 00-115, Cambridge, MA.
Zeithaml, V.A., A. Parasuraman &; A. Malhotra (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362 - 375.

連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊