Recommendations for Enhancing Customer Satisfaction with Internet Banking Service Quality of Vietcombank in Can Tho City

Abstract

Banking business organizations in today’s dynamic marketplace are shifting from original marketing philosophies and strategies to the adoption of customer centric initiatives that seek to understand, attract, retain and build long term strong relationship with profitable customers. Besides, the Technology adoption by the banks has enabled the use of different technology tools in banking, which together may be categorized under a broad umbrella of electronic banking. E-banking can be defined as the deployment of banking services and products over electronic and communication networks directly to customers.The research results showed that there were 300 customers of Vietcombank (VCB) that interviewed and answered about 18 questions. The researcher had analyzed KMO test, the result of KMO analysis used for multiple regression analysis. There are three components following: Assurance; Information Provision and Web design affecting the customer satisfaction with the internet banking service quality of VCB with significance level of five percent. The research results were processed from SPSS 20.0 software. The parameters of the model estimated by Least - Squares Method tested for the model assumption with 5% significance level.