Evaluation of Banking Sector of Mongolia Using Customer Satisfaction Response on Internet Banking

• Main Authors: Bat-Amgalan Bayarkhuu, 巴雅湖
• Other Authors: Rern-Jay Hung
• Format: Others
• Language: en_US
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/61575276290593150052

碩士 === 國立屏東科技大學 === 熱帶農業暨國際合作系 === 102 === The rapid development of internet and electronic business has stimulated the banking and financial sectors, which has encouraged majority of the customers to e-banking. However, despite the rapid increase of internet users and benefits of using internet bank, the number of internet bank customers has not risen as strongly as expected in Mongolia. Hence, this study focused on factors influencing customer satisfaction on internet bank use and possible strategies to improve its service. Data on demographic, perceived usefulness, perceived ease of use, trust, service quality and satisfaction of internet banking were collected from respondents using online questionnaire. However, t-test, ANOVA and regression analysis were applied to evaluate the hypothesized relationships in internet banking. The result from multiple regressions test shows that the service quality is the only variable that has significant effect on customer satisfaction of internet banking. However, the findings demographic of the respondents show no significant different on the satisfaction of internet banking. Based on the results the study identified that Mongolian internet banking service and product developing but they still need to improve their service and product for increase their customer satisfaction.