Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv
Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv
Lunghwa University of Scienceand TechnologyDepartment of Business AdministrationThesis for a Master’s DegreeCustomer satisfaction for Internet banking Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv g services at the Bank for Investment and Development of Vietnam (BIDV)Researcher: Nguy en Phuong ThaoSupervisor: Nguyen Van Dinh43435Lunghwa University of Science and TechnologyApproval Certificate of Master's Degree Examination BoardThis is to certify that the Master Degree Examinations Board has Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv approved the thesis Customer satisfaction for Internet banking services at the Bank for Investment and Development of Vietnam (BlDV)pub 1 ished by Mr.Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv
/ Ms.Nguyen Phuong Thao in the Master Program of Graduate Schoolof Department of Business AdministrationMaster’s Degree Examination BoardBoard MemberLunghwa University of Scienceand TechnologyDepartment of Business AdministrationThesis for a Master’s DegreeCustomer satisfaction for Internet banking Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv et banking service at the Bank for Investment and Development of Vietnam (BIDV)Pages : 102University • Lunghwa University of Science and TechnologyGraduate School : Department of Business AdministrationDate : December 12th. 2018Degree : MasterResearcher: NguyenPhuong ThaoAdvisor : Nguyen Van DinhKey Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv words:Banking services. Internet bankingservice, customer satisfaction, customer satisfaction for Internet banking service.This thesis is written baseCustomer satisfaction for internet banking services at the bank for investment and development of vietnam bidv
d on the idea that the Bank for Investment and Development of Vietnam (BIDV) is facing problem of losing competitive advantage in banking services in Lunghwa University of Scienceand TechnologyDepartment of Business AdministrationThesis for a Master’s DegreeCustomer satisfaction for Internet banking Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv y spending energy and efforts to improve IB service - a business area that did not always receive much attention from the managers before. BIDV would easily lose its current market to business rivals who are better in satisfying the customer demand.Having recognized these aspects, ojectives of this Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv research study were formulated as follows:-Identify' dimensions and criteria of customer satisfaction for IB service base on customer expectation andCustomer satisfaction for internet banking services at the bank for investment and development of vietnam bidv
perception.-Measure the different between customer expectation and perception to find out the customer satisfaction for BIDV IB service.-Propose some Lunghwa University of Scienceand TechnologyDepartment of Business AdministrationThesis for a Master’s DegreeCustomer satisfaction for Internet banking Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv ation Disconfirmation model, qualitative analysis of primary and secondary data were used to answer these questions. Secondary data were collected mostly from the bank annual reports, internal reports, documents and brochures. Primary data were collected by indepth interview and survey. The question Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv naire includes eight important dimensions (Tangible, Problem handling. Security. Reliability, Efficiency, Fees and charges. Promotion and extra benefiCustomer satisfaction for internet banking services at the bank for investment and development of vietnam bidv
ts and Variety of service) measuring customer satisfaction lor IB sen ice and concretizing into 30 criteria. Lach criteria is rated from 1 to 5 which Lunghwa University of Scienceand TechnologyDepartment of Business AdministrationThesis for a Master’s DegreeCustomer satisfaction for Internet banking Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv otal disagreed to strongly agreed). If perception equals expectation, this criteria satisfies customers, if perception is less than expectation, this criteria dissatisfies customers.After analyzing data by excel application software, the author has come to some key findings as following:-The overall Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv satisfaction of customer for IB service al BIDV is at an average level 3.29 point on a scale of 5 point. However, base on the comparison between expeCustomer satisfaction for internet banking services at the bank for investment and development of vietnam bidv
ctation and perception for each dimension (disconfirmation), there is no dimension fully satisfies customers because all dimensions get negative discoLunghwa University of Scienceand TechnologyDepartment of Business AdministrationThesis for a Master’s DegreeCustomer satisfaction for Internet banking Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv nsfer, online deposit function and weak bill payment function. Customers are on the trend to satisfy with BIDV IB sen ice for attractive promotion programs, the accuracy of fees calculation, collection and the simplicity of registration form.-The rank of most importance dimension chosen by customers Customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv is listed in the following order: The 1“ is Variety of services, the 2nd is Security, the 3,d is Reliability, the 4,l is Efficiency, the 5th is FeesCustomer satisfaction for internet banking services at the bank for investment and development of vietnam bidv
and Charges, the 6,ỉà is Problem handling, the 7,L is Promotion and extra benefits and the least important factor is Tangible.Base on the thesis findiLunghwa University of Scienceand TechnologyDepartment of Business AdministrationThesis for a Master’s DegreeCustomer satisfaction for Internet bankingLunghwa University of Scienceand TechnologyDepartment of Business AdministrationThesis for a Master’s DegreeCustomer satisfaction for Internet bankingGọi ngay
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