IDEAS home Printed from https://ideas.repec.org/a/spr/elcore/v18y2018i3d10.1007_s10660-017-9261-z.html
   My bibliography  Save this article

Marketing strategy of internet-banking service based on perceptions of service quality in Vietnam

Author

Listed:
  • Chih-Chin Liang

    (National Formosa University)

  • Ngoc Ly Nguyen

    (National Formosa University)

Abstract

Internet banks can provide a convenient and effective method of managing personal finances because customers can easily access them without constraints of time or place. Following the international trend, Vietnam, an emerging country with a rapidly growing banking industry, is no exception in the provision of Internet-banking services. However, how to provide services that users require is an important consideration for banks that are developing service products. Although service quality is important to users when selecting banking services, the effects of perceived service quality on customer adoption of Internet-banking services have received little attention. This investigation designed a questionnaire to understand the aspects of service quality that influence intention to adopt Internet-banking services for three groups of Vietnamese customers. The descriptive variables used to determine the features of these three consumer groups are verified, and include demographics, customer behaviors, customer satisfaction, and customer loyalty. Finally, marketing strategies for the three clusters are presented to help Vietnamese banks promote Internet-banking services.

Suggested Citation

  • Chih-Chin Liang & Ngoc Ly Nguyen, 2018. "Marketing strategy of internet-banking service based on perceptions of service quality in Vietnam," Electronic Commerce Research, Springer, vol. 18(3), pages 629-646, September.
    • Handle: RePEc:spr:elcore:v:18:y:2018:i:3:d:10.1007_s10660-017-9261-z
    DOI: 10.1007/s10660-017-9261-z
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10660-017-9261-z
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10660-017-9261-z?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Alsajjan, Bander & Dennis, Charles, 2010. "Internet banking acceptance model: Cross-market examination," Journal of Business Research, Elsevier, vol. 63(9-10), pages 957-963, September.
    2. Piccoli, Gabriele & Brohman, M. Kathryn & Watson, Richard T. & Parasuraman, A., 2009. "Process completeness: Strategies for aligning service systems with customers' service needs," Business Horizons, Elsevier, vol. 52(4), pages 367-376, July.
    3. Philip Gerrard & J. Barton Cunningham, 2005. "The service quality of e-banks: an exploratory study," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 1(1), pages 102-117.
    4. Hsin-Ginn Hwang & Rai-Fu Chen & Jia-Min Lee, 2007. "Measuring customer satisfaction with internet banking: an exploratory study," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 1(3), pages 321-335.
    5. S. Christian Wheeler & Jonah Berger, 2007. "When the Same Prime Leads to Different Effects," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 34(3), pages 357-368, July.
    6. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lillemo, Shuling Chen, 2014. "Measuring the effect of procrastination and environmental awareness on households' energy-saving behaviours: An empirical approach," Energy Policy, Elsevier, vol. 66(C), pages 249-256.
    2. Xiaoxu Dong & Huawei Zhao & Tiancai Li, 2022. "The Role of Live-Streaming E-Commerce on Consumers’ Purchasing Intention regarding Green Agricultural Products," Sustainability, MDPI, vol. 14(7), pages 1-13, April.
    3. Simplice A. Asongu, 2019. "FDI in Selected Developing Countries: Evidence from Bundling and Unbundling Governance," Working Papers 19/057, European Xtramile Centre of African Studies (EXCAS).
    4. Asongu Simplice, 2014. "Fresh Patterns of Liberalization, Bank Return and Return Uncertainty in Africa," Working Papers of the African Governance and Development Institute. 14/004, African Governance and Development Institute..
    5. Sarel Gronum & John Steen & Martie-Louise Verreynne, 2016. "Business model design and innovation: Unlocking the performance benefits of innovation," Australian Journal of Management, Australian School of Business, vol. 41(3), pages 585-605, August.
    6. Gizem Uzun & Murat Tezer, 2019. "Student Perceptions on War Topics and War Anxiety in History Classes," Revista romaneasca pentru educatie multidimensionala - Journal for Multidimensional Education, Editura Lumen, Department of Economics, vol. 11(1), pages 256-271, March.
    7. Simplice A. Asongu & Nicholas M. Odhiambo, 2019. "Governance, capital flight and industrialisation in Africa," Journal of Economic Structures, Springer;Pan-Pacific Association of Input-Output Studies (PAPAIOS), vol. 8(1), pages 1-22, December.
    8. Pamela E. Ofori & Simplice A. Asongu & Vanessa S. Tchamyou, 2021. "The Synergy between Governance and Economic Integration in Promoting Female Economic Inclusion in Sub-Saharan Africa," Working Papers 21/071, European Xtramile Centre of African Studies (EXCAS).
    9. Danish Ahmed SIDDIQUI & Qazi Masood AHMED, 2019. "Are institutions a crucial determinant of cross country economic efficiency? A two-stage double bootstrap data envelopment analysis," Theoretical and Applied Economics, Asociatia Generala a Economistilor din Romania / Editura Economica, vol. 0(1(618), S), pages 89-114, Spring.
    10. Antonio Andrés & Simplice Asongu & Voxi Amavilah, 2015. "The Impact of Formal Institutions on Knowledge Economy," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 6(4), pages 1034-1062, December.
    11. Simplice A. Asongu, 2014. "Knowledge Economy and Financial Sector Competition in African Countries," African Development Review, African Development Bank, vol. 26(2), pages 333-346, June.
    12. Chimere O. Iheonu, 2019. "Governance and Domestic Investment in Africa," Working Papers 19/001, European Xtramile Centre of African Studies (EXCAS).
    13. Ran Gao & Albert P.C. Chan & Wahyudi P. Utama & Hafiz Zahoor, 2016. "Multilevel Safety Climate and Safety Performance in the Construction Industry: Development and Validation of a Top-Down Mechanism," IJERPH, MDPI, vol. 13(11), pages 1-14, November.
    14. Pasura Aungkulanon & Walailak Atthirawong & Pongchanun Luangpaiboon & Wirachchaya Chanpuypetch, 2024. "Navigating Supply Chain Resilience: A Hybrid Approach to Agri-Food Supplier Selection," Mathematics, MDPI, vol. 12(10), pages 1-42, May.
    15. Rodríguez-Fuentes, Carlos Javier & Hernández-López, Montserrat, 1997. "Análisis de diferencias estructurales interregionales determinantes en el impacto de la política monetaria," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 7, pages 141-157, Junio.
    16. Simplice A. Asongu & Vanessa S. Tchamyou & Ndemaze Asongu & Nina Tchamyou, 2018. "The Comparative African Economics of Governance in Fighting Terrorism," Research Africa Network Working Papers 18/055, Research Africa Network (RAN).
    17. Ting Liu & Huawen Shen & Ka Yin Chau & Xin Wang, 2019. "Measurement Scale Development and Validation of Female Employees’ Career Expectations in Mainland China," Sustainability, MDPI, vol. 11(10), pages 1-15, May.
    18. Leiv Gabrielsen & Pål Ulleberg & Reidulf Watten, 2012. "The Adolescent Life Goal Profile Scale: Development of a New Scale for Measurements of Life Goals Among Young People," Journal of Happiness Studies, Springer, vol. 13(6), pages 1053-1072, December.
    19. Simplice A. Asongu & Rexon T. Nting & Joseph Nnanna, 2020. "Linkages between Globalisation, Carbon Dioxide Emissions and Governance in Sub-Saharan Africa," International Journal of Public Administration, Taylor & Francis Journals, vol. 43(11), pages 949-963, August.
    20. Pamela E. Ofori & Simplice A. Asongu & Vanessa S. Tchamyou & Raufhon Salahodjaev, 2023. "The Synergy between Governance and Trade Openness in Promoting Female Economic Inclusion in Sub-Saharan Africa," Working Papers 23/001, European Xtramile Centre of African Studies (EXCAS).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:elcore:v:18:y:2018:i:3:d:10.1007_s10660-017-9261-z. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.