The relationship between E-banking services quality and satisfaction and loyalty of customers in Vietnam

Abstract

     Service quality is one of the key factors in determining the success or failure of the bank. To gain and maintain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand what customers perceive to be the key dimensions of service quality and its impacts on the overall service quality, customer satisfaction, and loyalty. This paper studies the relationship between ebanking services quality and customers' satisfaction and customers' loyalty in the context of Vietnam, and provides some solutions to the business strategy of commercial banks.