The Development and Measurement of a Customer Satisfaction Index (E-CSI) in Electronic Banking: An Application to the Central Vietnam Region

In the current technological age, once traditional means of delivering services to customers are losing its dominant position, the application of the Internet has evolved as an innovatively supporting alternative for attracting customers, especially in banking service. In that aspect, customers' perception of online banking service through the delivery of website quality Webqual remains the main concern for bank's managers in Vietnamese banking system because customers are easily inclined to another banking service provider due to their poor website-operated experience. Based on the evaluation of factors influencing on banking website quality, its relationship to customer satisfaction and retention, this article suggests the measurement of electronic Customer Satisfaction Index e-CSI of perceived banking website quality by three most developed banks of Vietinbank, Vietcombank and BIDV in central Vietnam, from which provides insights that may be useful for improving the quality of online banking service.

[1]  Gerald L. Lohse,et al.  Electronic shopping , 1998, CACM.

[2]  Mei Cao,et al.  B2C e-commerce web site quality: an empirical examination , 2005, Ind. Manag. Data Syst..

[3]  S.-H. Hsu,et al.  Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index , 2008, Expert Syst. Appl..

[4]  J. Antony,et al.  Determining and assessing the determinants of e‐service operations , 2003 .

[5]  S. Chaiken,et al.  The psychology of attitudes. , 1993 .

[6]  Lihua Huang,et al.  Determinants of Customer Loyalty in China C2C E-Commerce: From a Social Network Perspective , 2007, ECIS.

[7]  Chang Liu,et al.  Exploring the factors associated with Web site success in the context of electronic commerce , 2000, Inf. Manag..

[8]  Shaohan Cai,et al.  The key determinants of Internet banking service quality: a content analysis , 2001 .

[9]  Xueming Luo,et al.  Contextual Marketing and Customer-Orientation Strategy for E-Commerce: An Empirical Analysis , 2003, Int. J. Electron. Commer..

[10]  W. Kim,et al.  Determinants of Chinese hotel customers’ e-satisfaction and purchase intentions , 2006 .

[11]  Madjid Tavana,et al.  A game-theoretical model of bank foreign direct investment strategy in emerging market economies , 2014 .

[12]  Soyoung Kim,et al.  Dimensional hierarchy of retail website quality , 2004, Inf. Manag..

[13]  J. W. Hutchinson,et al.  Dimensions of Consumer Expertise , 1987 .

[14]  Ian Richardson,et al.  Diagnosing information systems success: importance-performance maps in the health club industry , 2001, Inf. Manag..

[15]  M. Tavana,et al.  A strategic cooperative game-theoretic model for market segmentation with application to banking in emerging economies , 2012 .

[16]  Jinwoo Kim,et al.  Information Quality for Mobile Internet Services: A Theoretical Model with Empirical Validation , 2002, Electron. Mark..

[17]  Young-Gul Kim,et al.  Identifying key factors affecting consumer purchase behavior in an online shopping context , 2003 .

[18]  D. Reibstein.  What attracts customers to online stores, and what keeps them coming back? , 2002 .

[19]  B. Bai,et al.  The impact of website quality on customer satisfaction and purchase intentions : evidence from Chinese online visitors , 2008 .

[20]  Bruce D. Weinberg,et al.  Don't keep your Internet customers waiting too long at the (virtual) front door , 2000 .

[21]  Hae Young Lee,et al.  Comparison of Web Service Quality Between Online Travel Agencies and Online Travel Suppliers , 2004 .

[22]  Jos van Iwaarden,et al.  Perceptions about the quality of web sites: a survey amongst students at Northeastern University and Erasmus University , 2004, Inf. Manag..

[23]  F. Reichheld,et al.  E-LOYALTY: YOUR SECRET WEAPON ON THE WEB , 2003 .

[24]  Germà Coenders,et al.  Estimation of the European Customer Satisfaction Index: Maximum Likelihood versus Partial Least Squares. Application to Postal Services , 2004 .

[25]  A. Serenko,et al.  Satisfaction with mobile services in Canada: An empirical investigation , 2006 .

[26]  Rolph E. Anderson,et al.  Customer loyalty in e-commerce: an exploration of its antecedents and consequences , 2002 .

[27]  R. Rust,et al.  Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services , 1997 .

[28]  E. Turban,et al.  Determinants of e‐commerce Website , 2000 .

[29]  Christian N. Madu,et al.  Dimensions of e‐quality , 2002 .

[30]  Peter A. Todd,et al.  Consumer Reactions to Electronic Shopping on the World Wide Web , 1996, Int. J. Electron. Commer..

[31]  R. Dholakia,et al.  A multi‐attribute model of web site interactivity and customer satisfaction , 2009 .