Factors driving customer satisfaction in Vietinbank’s retail banking product

The Influence of Customer Satisfaction and Switching Costs on Customer Retention: Retail Internet Banking Services

The objective of this study was to develop a research model that examines direct effects of customer satisfaction and switching costs on customer retention as well as the moderating effect of switching costs on the relationship between customer satisfaction and customer retention on basic and advanced retail Internet banking users in Hong Kong. An online questionnaire was employed as the means ...

What factors drive corporate customer satisfaction with e-banking services

Due to the burgeoning development of electronic commerce (e-commerce),the broader applications of emerging service—Internet baking (e-banking) services have been introduced and provided by financial holding companies or banks at an accelerating rate in recent years since they can provide efficient, reliable, securable, and convenient financial services, such as online payment, deposit/loan, tra...

Examining Service Quality and Customer Satisfaction in the Retail Banking Sector in Vietnam

FACTORS THAT DETERMINE CUSTOMER SATISFACTION LEVEL IN BANKING INSTITUTIONS: Evidence from Ghanaian Banking Industry

In the financial world, Investors always want to put their funds into investments that yields maximum returns. Thus, they seek avenues where there exist effective and efficient management of resources including customers as this serves as indication for promise of future returns. This has created a source of concern for the researchers and thus, this study seeks to evaluate factors that determi...

Technological cooperation and product substitution in UK retail banking: the case of customer services

The pervasive implementation of Information Technologies paved the way to significant transformations in the retail banking sector, including organizational changes as well as a broader product range. The central theme that is discussed in this paper is the degree to which the unfolding of a technological trajectory provided incentives to agents for the creation of absorptive capacity and the s...