tailieunhanh - The relationship among website quality, consumer satisfaction, and loyalty in Vietnamese banking sector
This study aims to identify the effects of website quality on customer satisfaction, which in turn affects their loyalty toward the banks. For this purpose website quality dimensions, including information quality, navigation, response time, visual appeal, interactivity, security, and innovativeness, are tested by applying regression to the analyses. | Le Van Huy & Pham Dinh Tuyen / Journal of Economic Development 22 (3) 81-101 81 The Relationship among Website Quality, Consumer Satisfaction, and Loyalty in Vietnamese Banking Sector LE VAN HUY The University of Danang, University of Economics – levanhuy@ PHAM DINH TUYEN The University of Danang, University of Economics – tuyenpham0208@ ARTICLE INFO ABSTRACT Article history: Recently, together with the development of information technology, banks have found and put into use more and more channels to deal with their customers, and one of them is the provision of websites to satisfy customers’ need. That is the reason why customer satisfaction in e-banking services is an important challenge to all banks. This study aims to identify the effects of website quality on customer satisfaction, which in turn affects their loyalty toward the banks. For this purpose website quality dimensions, including information quality, navigation, response time, visual appeal, interactivity, security, and innovativeness, are tested by applying regression to the analyses. Additionally, all the data for this research, collected from banking customers through the questionnaires, allow such dimensions as information quality, interactivity, security, and innovativeness to be explored as having contributed significantly to customer satisfaction, which leads to their loyalty to the banks. Received: Oct. 13. 2014 Received in revised form: May 21. 2015 Accepted: Jun. 28. 2015 Keywords: website quality, satisfaction, loyalty, interactivity, innovativeness. 82 Le Van Huy & Pham Dinh Tuyen / Journal of Economic Development 22 (3) 81-101 1. Introduction Success of a service provider depends on the high quality relationship with customers (Panda, 2003), which determines customer satisfaction and loyalty (Jones, 2002 as cited by Lymperopoulos et al., 2006). In recent years the popularity of the Internet has not only .
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