FACTORS AFFECTING THE CUSTOMER SATISFACTION OF E-BANKING SERVICE QUALITY AT THE JOINT STOCK COMMERCIAL BANKS IN THAI NGUYEN PROVINCE, VIETNAM

Paper Id:	IJARW1834
Title:	FACTORS AFFECTING THE CUSTOMER SATISFACTION OF E-BANKING SERVICE QUALITY AT THE JOINT STOCK COMMERCIAL BANKS IN THAI NGUYEN PROVINCE, VIETNAM
Published in:	International Journal Of All Research Writings
Publisher:	IJARW
ISSN:	2582-1008
Volume / Issue:	Volume 4 Issue 10
Pages:	9
Published On:	4/21/2023 12:33:13 AM (MM/dd/yyyy)

Name:	Hoang Ha
Institute:	Thai Nguyen University of Economics and Business Administration

Author Name	Author Institute
Nguyen Thi Thuy Linh	Thai Nguyen University of Economics and Business Administration

Research Area:	Accounting, Banking
KeyWord:	customer satisfaction, e-banking, service quality
Abstract:	This paper was conducted to identify the factors affecting the customers’ satisfaction of the e-banking service quality at the joint stock commercial banks in Thai Nguyen province, Vietnam. 360 customers were randomly selected to serve as the respondents of the study. The findings revealed twelve out of twenty-five variables have very high impacts on the customer satisfaction with e-banking service quality at these banks. All of the 5 factors have positive correlations with the general satisfaction of the customers. Factor “security and privacy” has the strongest impact on customer satisfaction; factor “reliability” ranks the second strongest while factors “tangibles” and “assurance” have the lowest impacts, respectively.

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IEEE	Hoang Ha, Nguyen Thi Thuy Linh, "FACTORS AFFECTING THE CUSTOMER SATISFACTION OF E-BANKING SERVICE QUALITY AT THE JOINT STOCK COMMERCIAL BANKS IN THAI NGUYEN PROVINCE, VIETNAM", International Journal Of All Research Writings, vol. 4, no. 10, pp. 63-71, 2023.
MLA	Hoang Ha, Nguyen Thi Thuy Linh "FACTORS AFFECTING THE CUSTOMER SATISFACTION OF E-BANKING SERVICE QUALITY AT THE JOINT STOCK COMMERCIAL BANKS IN THAI NGUYEN PROVINCE, VIETNAM." International Journal Of All Research Writings, vol 4, no. 10, 2023, pp. 63-71.
APA	Hoang Ha, Nguyen Thi Thuy Linh (2023). FACTORS AFFECTING THE CUSTOMER SATISFACTION OF E-BANKING SERVICE QUALITY AT THE JOINT STOCK COMMERCIAL BANKS IN THAI NGUYEN PROVINCE, VIETNAM. International Journal Of All Research Writings, 4(10), 63-71.

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Manuscript
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Indian National Centre, India National Science Library, NISCAIR

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