Tóm tắt Luận án Research on the relationship among e-Banking service quality, customer satisfaction and customer loyalty in Vietnam
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The development of information technology in banking has remarkably changed business strategies of commercial banks. Instead of supplying traditional banking services, commercial banks has been taking advantage of information technology, especially internet, to provide customers with modern banking services (hereinafter referred to as e-banking). E-banking services bringvariousbenefits to banks such as decrease in number of banking staff and branches, and increase in number of transactions as well, thereby, banking cost will slump whereas profit will rocket. For customers, e-banking services help them to rapidly and conveniently make transactions, and their travelling time and transaction cost can be saved as a result.
