Tác giả: Lương Thị Kim Duyên
Abstract
In 2024, the author conducted a survey of 150 individual customers using digital banking services at commercial banks in Nha Trang City to identify factors influencing customer satisfaction. The analysis revealed five key determinants: trust (TC), innovation (CT), service capacity (NL), empathy (DC), and tangible facilities (PTHH). These findings provide a valuable foundation for further research into the drivers of customer satisfaction in the digital banking sector. Based on the results, the study proposes a number of strategic recommendations aimed at enhancing service quality, improving customer convenience, and fostering stronger satisfaction among users of digital banking services.
Thông tin
| Thuộc danh mục | Tạp chí khoa học chuyên ngành |
| Tạp chí | Tạp chí Công thương |
| ISSN | 0866-7756 |
| Trang | 136-141 |
| Số | 7 |
| Ngày xuất bản | Tháng 3/2025 |
| Link | https://tapchicongthuong.vn/giai-phap-nang-cao-chat-luong-dich-vu-ngan-hang-so-nham-gia-tang-tien-ich–tao-thuan-loi-cho-khach-hang-tai-nha-trang-139584.htm |