The Impact of Internet Banking Service on Customer Satisfaction in Thailand: A Case Study in Bangkok
The Impact of Internet Banking Service on Customer Satisfaction in Thailand: A Case Study in Bangkok
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2013
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eng
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application/pdf
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5 pages
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International Journal of Humanities and Management Sciences (IJHMS) Volume 1, Issue 1 (2013), 101-105
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Abstract
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 providing
24hours-7days service, completing a task accurately, contacting staff
to check immediately, providing accurate information & up to date,
transaction process is fast, and providing online registration times
were the important factors that have the impact on customer
satisfaction.