• Corpus ID: 15196467

The Impact of Internet Banking Service on Customer Satisfaction in Thailand: A Case Study in Bangkok

  title={The Impact of Internet Banking Service on Customer Satisfaction in Thailand: A Case Study in Bangkok},
  author={Rangsan Nochai and Titida Nochai},
The purpose of this study was to find the internet banking service dimensions that will have the impact on customer satisfaction among top three banks in the Bangkok area: Bangkok Bank, Kasikorn Bank and Siam Commercial Bank. Questionnaires were used to collect data from 450 respondents by using quota sampling. Multinomial logistic regression analysis was employed to obtain the important internet banking service dimensions that have the impact on customer satisfaction. Results showed that… 

Figures and Tables from this paper

The Understanding Customer Satisfaction on Internet Banking: A Case Study in Indonesia

Article Info Abstract The study aims to understand the factors contributing to satisfaction when using internet banking services. This research was carried out by using a qualitative and quantitative

The Impact of Internet Banking Service Quality on Customers’ Satisfaction: A Case study of Industrial and Commercial Bank of China in KunMing, The People’s Republic of China

The study investigates the relationships between each dimensions of service quality and customers’ satisfaction in Chinese internet banking (reliability, responsiveness, assurance, service security,

Internet Banking Service Quality and Its Impact on Customer Satisfaction in Indore District of Madhya Pradesh

Competition and the constant changes in technology and lifestyles have changed the face of banking in India. From a technological and cost-driven standpoint it may seem quite logical for banks to

Customer participation in the creation and implementation of the service for internet banking

This study aims to answer two important issues such as what value of internet banking services that is prioritized by the bank in the implementation of internet banking, and how the bank tries to

Identifying the Factors of Customer Satisfaction in E- Banking System in Context of Bangladesh

The purpose of this paper is to identifying the factors of customer satisfaction in Bangladeshi commercial banks. In this study, purposive sampling technique was employed to recruit 120 customers

Factors Influencing Satisfaction on E-Banking

Information technology has made enormous changes in to the way in which the business enterprises operate today. This is very much true for service industries like banks which experienced tremendous

Customer Satisfaction with Islamic Banks: A Case Study of Al Rajhi Bank

Abstract . This study aims to identify the factors that lead to the level of customer satisfaction about online services provided by Al Rajhi Bank, which is the largest Islamic Bank in the world.

Evaluation of Service Dimensions of Traditional Banking and Digital Banking: The Case Study of Lloyds Bank, United Kingdom

bank still plays a vital role in banking. It is important to get support from the technology to ease the traditional services and speed up the traditional services & Weintraub, 2013). Abstract:

Discussing the Effects of Internet Banking on Customer Satisfaction

The present research is aimed at investigating the effect of internet banking on customer satisfaction in Melli bank branches of West Azerbaijan's southern cities. In terms of purpose, the present

Significant factors of satisfaction of bank customers . Case study from the Czech Republic

Satisfaction of bank customers is currently at the center of attention of researchers and bankers. It is mainly considered that satisfaction positively affects loyalty of clients and their buying



A Quality Study of Internet Banking in Thailand

The objective of this research is to study a level of Internet Banking services quality in Thailand and for comparing the overall services quality of Internet Banking and factor of Internet Banking

The key determinants of Internet banking service quality: a content analysis

Focuses on the issues associated with Internet banking service quality. Customer anecdotes of critical incidents in Internet banking were content‐analyzed. Identified a total of 17 dimensions of

Service loyalty: The effects of service quality and the mediating role of customer satisfaction

Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and

A comparative analysis of internet banking in Malaysia and Thailand

The purpose of this paper is to compare the internet banking system in Malaysia and Thailand. Using comparison as the theoretical base, secondary data were used to determine the differences between

Service quality in the banking sector: the impact of technology on service delivery

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role

The Influence of Trust on Internet Banking Acceptance

The theory of diffusion of innovation (IDT) has been widely used to examine factors that influence an individual to adopt an innovation or a new technology. In online environment, trust has been

Measuring customer perceived online service quality: Scale development and managerial implications

A reliable and valid means of measuring online service quality based on a broad conceptual framework which integrates theory and conceptualization in customer service quality, information systems quality, and product portfolio management, into online servicequality is set forth.

Identifying the critical determinants of service quality in retail banking: importance and effect

Provides managers with an empirically derived framework to help them assess the likely impact of any service quality initiative. Categorizes quality factors in terms of their relative importance and

Adoption of Internet banking by Australian consumers: an empirical investigation

Quantifies the factors affecting the adoption of Internet banking by Australian consumers. The sample for this survey was drawn from individual residents and business firms in Australia. Shows that

Exploring the factors associated with Web site success in the context of electronic commerce