The Study of Online Service Quality and Customer Satisfaction in BIDV South Ha Noi

• Main Authors: Tran Anh Trung, 陳英中
• Other Authors: Mei-Chun Yuan
• Format: Others
• Language: en_US
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/9v3ejx

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 104 === The conceptual framework for this research is based on dimensions of E-SERVQUAL. E-SERVQUAL contains seven dimensions: efficiency, system availability, fulfillment, privacy, responsiveness, compensation and contact. The first four dimensions are classified as the core service scale, and the latter three dimensions are regarded as a recovery scale, since they are only salient when online customers have questions or problems. Efficiency refers to the ability of the customers to get to the Web site, search for information and log out with minimal effort. Fulfillment involves the accuracy of service promises, having products in stock and delivering the products in the promised time. System availability is associated with the technical functioning of the site, particularly the extent to which it is available and functioning properly. Privacy is related to assurance that shopping behavior data are not shared and that credit card information is secure. Responsiveness refers to the ability of e-tailers to provide appropriate information to customers when needed. Compensation involves receiving money back and returning shipping and handling costs. Contact is associated with the ability of customers to talk to a live service agent online. The present study adapts 5 dimensions to measuring customers’ perceptions of online banking service quality. Outputs from running the regression model show that four constructs namely efficiency, system availability, privacy, and contact have significant impact on satisfaction. This finding is consistent with the results of other previous studies.