Research on customer satisfaction on the quality of e banking services in vietnamese commercial banks

Cohort 2016-2018 Master’s Thesis Research on Customer satisfaction on the quality of E-Banking Banking services in Vietnamese Commercial Banks Author : Pham The Tuyen Supervisor : Assoc Prof Dr Pham Thi Lien Hanoi, May 2018 ACKNOWLEDGMENTS Firstly, I would like to thank all of professors and teachers of Ha Noi national university gave me the opportunity to study in an international standard quality program Secondly, I would like to thank Prof.Dr Pham Thi Lien is teacher led me to complete this Thesis Thirdly, I would like to thank my parents who have always beside me to encourage and support me throughout learning process as well as this thesis Finally, I would like to thank friends, colleagues have always supported me complete a master's thesis Signature Pham The Tuyen TABLE OF CONTENTS ACKNOWLEDGMENTS ABSTRACT ABBREVIATIONS LIST OF TABLES LIST OF CHARTS LIST OF DIAGRAMS INTRODUCTION Rationale for the Research Overview of research situation Research Objectives 10 Research Subjects 10 Research Scopes 11 Research Questions 11 Research Methods 11 Structure of the thesis 11 CHAPTER LITERATURE REVIEW 12 1.1 Electronic Banking services 12 1.1.1 The concept of E-banking 12 1.1.2 The benefits and risks of E-banking 12 1.1.2.1 The benefits of E-banking 12 1.1.2.2 The risks of E-banking 14 1.1.3 Types of electronic banking services 14 1.1.3.1 Mobile Banking 14 1.1.3.2 Phone Banking 15 1.1.3.3 Home Banking 15 1.1.3.4 Internet Banking 16 1.1.3.5 Call Center 17 1.1.3.6 Kiosk Banking 17 1.1.3.7 Electronic Wallet 17 1.1.4 The technical means for the use of E-banking services 18 1.2 Quality of E-banking services 18 1.2.1 Definition of service quality 18 1.2.2 The concept of quality of E-banking services 19 1.2.3 Criteria for measuring the quality of E-banking services 20 1.3 Customer satisfaction 21 1.3.1 The concept of customer satisfaction 21 1.3.2 The relationship between service quality and customer satisfaction 22 1.4 Models of service quality measurement 22 1.4.1 SERVQUAL Model 23 1.4.2 SERVPERF Model 25 1.4.3 Model of Technical Quality /Functional Quality 25 CHAPTER DATA AND METHODOLOGY 27 2.1 Research Model 27 2.2 Research process 28 2.3 Data sources 30 2.3.1 Primary data 30 2.3.2 Secondary data 31 2.4 Research Methods 31 2.4.1 Qualitative research methods 31 2.4.1.1 Expert Method 31 2.4.1.2 In-depth interview Method 32 2.4.2 Quantitative research methods 33 2.4.2.1 Preliminary quantitative research 33 2.4.2.2 Formal quantitative research 40 CHAPTER RESEARCH RESULTS 42 3.1 Overview of E-banking services in Vietnam 42 3.1.1 Card services 42 3.1.2 InternetBanking 43 3.1.3 MobileBanking 44 3.1.4 Electronic Wallet 45 3.2 Situation of providing E-banking services at commercial banks in Vietnam 46 3.2.1 E-Banking service of Vietcombank 46 3.2.2 E-Banking service of Techcombank 47 3.2.3 E-Banking service of ACB 48 3.2.4 E-Banking service of BIDV 49 3.2.5 E-Banking service of Vietinbank 49 3.3 Research results 50 3.3.1 Results of demographic analysis 51 3.3.2 Results of measuring the scales 52 3.3.3 Results of the Exploratory Factor Analysis (EFA) 54 3.3.4 The results of Confirmatory Factor Analysis (CFA) 54 3.3.5 The results of the test by the Structural Equation Model (SEM) 58 3.3.6 The results of test by the Bootstrap method 60 CHAPTER CONCLUSIONS AND RECOMMENDATIONS 61 4.1 Conclusions 61 4.2 Recommendations 62 4.2.1 Strengthening the investment in the electronic infrastructure 62 4.2.2 Strengthening the marketing of E-banking services 63 4.2.3 Focusing on the training the staff of the bank 63 4.2.4 Minimizing the risks in E-banking transactions 64 4.2.5 Strengthening the links with organizations and enterprises 65 REFERENCES 66 APPENDIX 01 70 APPENDIX 02 71 APPENDIX 03 72 APPENDIX 04 76 ABSTRACT Research on service quality and service quality satisfaction has attracted a great deal of attention from scholars over the past two decades and has provided many valuable findings to society This study was conducted to measure and determine the factors affecting the quality of E-banking services based on SERVPERF model of Cronin and Taylor (1992) and the impact of E-banking services to customers' satisfaction when using E-banking services at commercial banks in Vietnam: VCB, BIDV, ACB, Techcombank, Vietinbank Data were collected by interviewing 337 individual customers who have been using E-banking services at these five commercial banks for 1-3 years Methods such as descriptive statistics, Cronbach's Alpha coefficients, Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and the Structural Equation Model (SEM) were used in this study The results show that the quality of E-banking services is influenced by the six factors in the order of importance: Reliability, Responsiveness, Empathy, Assurance, Tangibles, Accessibility In addition, the quality of E-banking services has also positively impacted the satisfaction of customers in these five commercial banks Keywords: Quality of service, E-banking services, customer satisfaction TÓM TẮT Nghiên cứu chất lượng dịch vụ hài lòng chất lượng dịch vụ thu hút nhiều quan tâm từ học giả suốt hai thập kỷ qua cung cấp nhiều phát quý báu cho xã hội Nghiên cứu thực nhằm đo lường xác định yếu tố tác động đến chất lượng dịch vụ ngân hàng điện tử dựa theo mơ hình đo lường chất lượng dịch vụ SERVPERF Cronin Taylor (1992) tác động chất lượng dịch vụ ngân hàng điện tử đến hài lòng khách hàng sử dụng dịch vụ ngân hàng điện tử ngân hàng thương mại Việt Nam: VCB, BIDV, ACB, Techcombank, Vietinbank Số liệu thu thập qua vấn 337 khách hàng cá nhân sử dụng dịch vụ ngân hàng điện tử NHTM 1-3 năm Các phương pháp thống kê mô tả, kiểm định hệ số tin cậy Cronbach’s Alpha, phân tích nhân tố khám phá (EFA), phân tích nhân tố khẳng định (CFA) mơ hình cấu trúc tuyến tính (SEM) sử dụng nghiên cứu Kết cho thấy chất lượng dịch vụ ngân hàng điện tử chịu tác động chiều yếu tố theo thứ tự quan trọng: Sự tin cậy, đáp ứng, đồng cảm, lực phục vụ, phương tiện hữu hình, tiếp cận Bên cạnh đó, chất lượng dịch vụ ngân hàng điện tử tác động chiều với hài lòng khách hàng Ngân hàng thương mại Từ khóa: Chất lượng dịch vụ, dịch vụ ngân hàng điện tử, hài lòng khách hàng ABBREVIATIONS TCN Accessibility ACB Asia Commercial Joint Stock Bank ATM Automatic Teller Machine BIDV Joint Stock Commercial Bank for Investment and Development of Vietnam CFA Confirmatory Factor Analysis HL Customer satisfaction EFA Exploratory Factor Analysis DC Empathy KMO Kaiser-Meyer-Olkin OTP One-Time-Password POS Point of Sale/Point of Service TC Reliability DU Responsiveness PV Assurance SEM Structural Equation Model SMS Short Message Service PTHH Tangible Techcombank Vietnam Technological and Commercial Joint Stock Bank VCB Joint Stock Commercial Bank for Foreign Trade of Vietnam Vietinbank Vietnam Joint Stock Commercial Bank of Industry and Trade LIST OF TABLES Table 1.1: Table 1.2: Table 1.3: Table 2.1: Table 2.2: Table 2.3: Table 2.4: Measurement criterias of SERVQUAL Model – 1985 Measurement criterias of the SERVQUAL Model – 1988 Scales of the SERVQUAL Model – 1988 A summary of the research hypotheses The scales of "Reliability” The scales of "Responsiveness” The scales of "Assurance” Table 2.5: Table 2.6: Table 2.7: Table 2.8: Table 3.1: Table 3.2: Table 3.3: Table 3.4: Table 3.5: Table 3.6: Table 3.7: Table 3.8: Table 3.9: Table 3.10: Table 4.1: The scales of "Empathy” The scales of "Tangible” The scales of "Accessibility” The scales of "Customer satisfaction” Organizations providing E-wallet services in Vietnam as of 31/12/2017 Sample size and survey results Statistics of demographic characteristics of the surveyed subjects Summary of measurement results Results of the Exploratory Factor Analysis (EFA) Correlation of observed variables with whole scale Reliability assessment Unnormalized coefficients of the SEM model Normalized coefficients of the SEM model Estimated results with sample size 500 Summary the results of the research hypothesis testing Chart 3.1: LIST OF CHARTS Number of cards issued in the period 2012 – 2017 Chart 3.2: Number of ATMs and POS machines in the period 2012 – 2017 Chart 3.3: Number of banks deploying Internetbanking service LIST OF DIAGRAMS Diagram 1.1: Model of Technical Quality/Functional Quality Diagram 2.1: Research Model of the Thesis Diagram 2.2: The research process of the Thesis Diagram 2.3: Qualitative research process Diagram 3.1: Results of CFA analysis Diagram 3.2: The results of the SEM model test INTRODUCTION Rationale for the Research Before the explosion of the 4.0 technology revolution, all economic sectors have to rise to compete and integrate into the regional and world economy In particular, in the banking sector; commiting to open the banking and financial services in 2010 is a great challenge for the system of Vietnamese commercial banks which have recently shifted from centralized bureaucracy to a market mechanism in a short time, when faced with multinational corporations with huge financial potential, modern technology and hundreds of years of experience Vietnam is one of the countries with the highest number of internet users in the world at 14th The number of Internet users is high, the growth rate is strong which have created favorable conditions for the development of E-Commerce in general and E-Banking in particular At present, the level of competition in E-Banking services in Vietnam is rapidly increasing: In 2005, Vietnam had only four commercial banks providing E-Banking services; In 2016, Vietnam had 45 commercial banks providing this service in various forms with high technology to benefit both banks and customers E-Banking helps reduce costs by reducing the number of employees, branches, transaction offices and other facilities while maintaining high customer service levels This could facilitate commercial banks in providing services to customers at lower cost and gaining higher returns than traditional banking services Therefore, in order to exploit the advantages of E-Banking services, most commercial banks in Vietnam have invested heavily in electronic infrastructure and provide customers through many modern distribution channels However, up to now, commercial banks in Vietnam have not met the needs and expectations of increasing customers and are facing many difficulties in business Therefore, in order to succeed in a highly competitive industry such as E-Banking, commercial banks must provide high quality service to their customers To that, commercial banks have to understand the criteria that customers use to evaluate the quality of E-Banking services Based on that, the banks have effective solutions to improve the quality of E-Banking services, create customer satisfaction From that reason, I chose the problem “Research on Customer satisfaction on the quality of E-Banking services in Vietnamese Commercial Banks” for my master thesis Overview of research situation So far, there have been many domestic and foreign researches on customer satisfaction on the quality of E-banking services Such as: Minjoon Jun and Shaohan Cai (2001) focus on factors affecting the quality of E-banking services in the United States Accordingly, the authors present 17 influential factors in three groups: (1) Thecustomer service quality team consists of 10 factors: reliability, responsiveness, bank capacity, courtesy attitude, banking credibility, access speed, communication, customer understanding, cooperation and continuous improvement; (2) The online quality system team consists of factors: accuracy, ease of use, time, aesthetics and safety; (3) The banking quality group consists of two factors: the diversity of banking services, the features of banking products and services The results show that there is no significant difference between banks using E-banking services and traditional banks when providing online banking services The factors that have the greatest impact on the quality of E-banking are reliability, responsiveness, access speed and accuracy On that basis, the authors also made some suggestions and recommendations to improve the quality of E-banking services and improve customer satisfaction on the quality of Ebanking services for banks in USA Richard Selassie Bebli (2015) has empirically studied the factors affecting the quality of e-banking services that lead to customer satisfaction in commercial banks in Ghana Research has served as a testimony to how the development of information and communication technologies in Africa over the past two decades has changed the way commercial banks in Ghana Based on the factors in the SERVQUAL model of Parasuraman et al (1988) and SERVPERF model by Cronin and Taylor (1992), the author presents six factors affecting the quality of E-banking: speed of access, ease of use, reliability, security, enjoyment, control In combination with the use of qualitative and quantitative methods, the results show that all factors have a positive and significant correlation at 1%, with the exception of factors are "Enjoyment" and "Control", the other factors are significant at 5% Bussakorn Jaruwachirathanakul and Dieter Fink (2005) have studied the needs of consumers when using E-banking services in Thailand to find out the cause of customer dissatisfaction, then provides optimal strategies for Thai banks to maximize the utilization rate of E-banking services.The authors conducted empirical research on a sample size of 600 customers by submitting questionnaires to 15 people from 40 major Bangkok companies The study found that there are factors that affect customer satisfaction regarding the quality of E-banking services in Thailand include: the features of the Web, the benefits of using the service, security, time and control In addition, regulatory variables such as gender, education level, income, internet experience, and E-banking experience have had a significant impact Noel Yee-Man Siu and Jeremy Chi-Wah Mou (2005) also used the SERVQUAL model developed by Zeithaml et al (2000,2002) to analyze Scalar Estimates (Group number - Default model) Maximum Likelihood Estimates Regression Weights: (Group number - Default model) TC5 TC4 TC3 TC2 TC1 DU6 DU5 DU4 DU3 DU2 DU1 DC5 DC4 DC3 DC2 DC1 PV5 PV4 PV3 PV2 PV1 PTHH7 PTHH6 PTHH5 PTHH4 PTHH3 PTHH2 PTHH1 TCN4 TCN3 TCN2 TCN1 CLDV1 CLDV2 CLDV3 CLDV4 HL1 HL2 < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < - T_C T_C T_C T_C T_C D_U D_U D_U D_U D_U D_U D_C D_C D_C D_C D_C P_V P_V P_V P_V P_V PT_HH PT_HH PT_HH PT_HH PT_HH PT_HH PT_HH T_C_N T_C_N T_C_N T_C_N CL_DV CL_DV CL_DV CL_DV H_L H_L Estimate 1.000 803 959 809 879 1.000 997 1.001 1.040 902 1.099 1.000 808 836 787 788 1.000 839 952 861 788 1.000 1.060 1.008 896 1.121 892 1.124 1.000 736 689 832 1.000 1.059 906 1.041 1.000 871 S.E C.R P 046 049 045 050 17.275 19.743 17.987 17.403 *** *** *** *** 086 081 081 079 083 11.607 12.314 12.905 11.402 13.217 *** *** *** *** *** 059 057 062 062 13.603 14.693 12.647 12.697 *** *** *** *** 054 053 055 050 15.645 17.920 15.527 15.801 *** *** *** *** 066 065 065 069 064 066 16.117 15.512 13.819 16.212 13.957 16.986 *** *** *** *** *** *** 046 049 047 16.022 14.051 17.891 *** *** *** 073 068 073 14.500 13.248 14.292 *** *** *** 082 10.570 *** Label 86 HL3 < - Estimate 935 H_L S.E .087 C.R 10.762 P Label *** Standardized Regression Weights: (Group number - Default model) TC5 TC4 TC3 TC2 TC1 DU6 DU5 DU4 DU3 DU2 DU1 DC5 DC4 DC3 DC2 DC1 PV5 PV4 PV3 PV2 PV1 PTHH7 PTHH6 PTHH5 PTHH4 PTHH3 PTHH2 PTHH1 TCN4 TCN3 TCN2 TCN1 CLDV1 CLDV2 CLDV3 CLDV4 HL1 HL2 HL3 < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < - T_C T_C T_C T_C T_C D_U D_U D_U D_U D_U D_U D_C D_C D_C D_C D_C P_V P_V P_V P_V P_V PT_HH PT_HH PT_HH PT_HH PT_HH PT_HH PT_HH T_C_N T_C_N T_C_N T_C_N CL_DV CL_DV CL_DV CL_DV H_L H_L H_L Estimate 880 770 834 789 773 744 666 706 740 655 758 831 713 760 670 673 868 741 813 737 746 780 812 787 716 816 722 847 934 735 671 792 756 768 709 758 781 664 679 87 Covariances: (Group number - Default model) Estimate S.E C.R P T_C < > D_U 047 042 1.131 258 T_C < > D_C 137 054 2.558 011 T_C < > P_V 088 052 1.702 089 T_C < > PT_HH 054 049 1.098 272 T_C < > T_C_N -.007 061 -.113 910 T_C < > CL_DV 293 036 8.105 *** T_C < > H_L 192 036 5.334 *** D_U < > D_C 042 036 1.151 250 D_U < > P_V 041 035 1.171 242 D_U < > PT_HH 067 034 1.977 048 D_U < > T_C_N -.007 042 -.162 871 D_U < > CL_DV 137 023 5.971 *** D_U < > H_L 105 024 4.317 *** D_C < > P_V 026 045 585 559 D_C < > PT_HH -.013 042 -.309 757 D_C < > T_C_N 054 053 1.014 310 D_C < > CL_DV 176 029 6.169 *** D_C < > H_L 116 030 3.855 *** P_V < > PT_HH 034 041 829 407 P_V < > T_C_N 037 052 707 479 P_V < > CL_DV 163 027 5.975 *** P_V < > H_L 142 030 4.759 *** PT_HH < > T_C_N 058 049 1.182 237 PT_HH < > CL_DV 154 026 5.834 *** PT_HH < > H_L 080 027 2.907 004 T_C_N < > CL_DV 117 030 3.858 *** T_C_N < > H_L 127 035 3.681 *** CL_DV < > H_L 164 021 7.994 *** Label 88 Correlations: (Group number - Default model) Estimate T_C < > D_U 070 T_C < > D_C 160 T_C < > P_V 103 T_C < > PT_HH 066 T_C < > T_C_N -.007 T_C < > CL_DV 633 T_C < > H_L 379 D_U < > D_C 073 D_U < > P_V 073 D_U < > PT_HH 123 D_U < > T_C_N -.010 D_U < > CL_DV 444 D_U < > H_L 311 D_C < > P_V 036 D_C < > PT_HH -.019 D_C < > T_C_N 062 D_C < > CL_DV 451 D_C < > H_L 271 P_V < > PT_HH 050 P_V < > T_C_N 043 P_V < > CL_DV 421 P_V < > H_L 335 PT_HH < > T_C_N 071 PT_HH < > CL_DV 412 PT_HH < > H_L 195 T_C_N < > CL_DV 250 T_C_N < > H_L 249 CL_DV < > H_L 712 89 Variances: (Group number - Default model) Estimate S.E C.R P T_C 1.014 101 9.997 *** D_U 450 060 7.542 *** D_C 724 082 8.802 *** P_V 711 074 9.658 *** PT_HH 664 080 8.335 *** T_C_N 1.029 096 10.686 *** CL_DV 211 027 7.935 *** H_L 253 034 7.426 *** e1 296 033 8.873 *** e2 450 040 11.241 *** e3 409 040 10.234 *** e4 402 037 11.004 *** e5 526 047 11.201 *** e6 364 035 10.534 *** e7 560 049 11.401 *** e8 452 041 11.012 *** e9 402 038 10.586 *** e10 488 042 11.496 *** e11 402 039 10.307 *** e12 325 038 8.482 *** e13 459 042 10.894 *** e14 369 036 10.187 *** e15 550 049 11.335 *** e16 544 048 11.315 *** e17 232 028 8.402 *** e18 411 037 11.162 *** e19 331 033 10.042 *** e20 443 040 11.205 *** e21 351 032 11.105 *** e22 427 038 11.278 *** e23 386 036 10.861 *** Label 90 Estimate S.E C.R P e24 413 037 11.195 *** e25 507 043 11.827 *** e26 419 039 10.802 *** e27 485 041 11.787 *** e28 331 032 10.207 *** e29 150 036 4.200 *** e30 475 042 11.233 *** e31 597 050 11.826 *** e32 424 041 10.269 *** e33 159 014 11.382 *** e34 165 015 11.240 *** e35 172 015 11.796 *** e36 169 015 11.354 *** e37 162 021 7.642 *** e38 243 024 10.284 *** e39 258 026 10.035 *** Label Squared Multiple Correlations: (Group number - Default model) Estimate HL3 461 HL2 441 HL1 610 CLDV4 575 CLDV3 503 CLDV2 590 CLDV1 571 TCN1 627 TCN2 450 TCN3 540 TCN4 873 PTHH1 717 PTHH2 521 PTHH3 666 PTHH4 513 PTHH5 620 PTHH6 659 91 Estimate PTHH7 609 PV1 557 PV2 544 PV3 661 PV4 549 PV5 754 DC1 452 DC2 449 DC3 578 DC4 508 DC5 690 DU1 575 DU2 429 DU3 548 DU4 499 DU5 444 DU6 553 TC1 598 TC2 623 TC3 695 TC4 593 TC5 774 92 93 Scalar Estimates (Group number - Default model) Maximum Likelihood Estimates Regression Weights: (Group number - Default model) CL_DV CL_DV CL_DV CL_DV CL_DV CL_DV H_L TC5 TC4 TC3 TC2 TC1 DU6 DU5 DU4 DU3 DU2 DU1 DC5 DC4 DC3 DC2 DC1 PV5 PV4 PV3 PV2 PV1 PTHH7 PTHH6 PTHH5 PTHH4 PTHH3 PTHH2 PTHH1 TCN4 TCN3 TCN2 TCN1 CLDV1 CLDV2 < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < - T_C D_U P_V D_C PT_HH T_C_N CL_DV T_C T_C T_C T_C T_C D_U D_U D_U D_U D_U D_U D_C D_C D_C D_C D_C P_V P_V P_V P_V P_V PT_HH PT_HH PT_HH PT_HH PT_HH PT_HH PT_HH T_C_N T_C_N T_C_N T_C_N CL_DV CL_DV Estimate 229 227 173 175 171 096 744 1.000 803 957 809 879 1.000 998 1.002 1.041 902 1.100 1.000 808 837 788 787 1.000 839 952 861 788 1.000 1.057 1.004 896 1.116 891 1.119 1.000 734 687 831 1.000 1.054 S.E .020 029 021 022 022 016 074 C.R 11.621 7.943 8.257 8.068 7.794 5.957 10.007 P Label *** *** *** *** *** *** *** 046 049 045 050 17.282 19.704 18.004 17.431 *** *** *** *** 086 081 081 079 083 11.604 12.317 12.894 11.389 13.214 *** *** *** *** *** 059 057 062 062 13.591 14.703 12.649 12.680 *** *** *** *** 054 053 055 050 15.648 17.919 15.527 15.801 *** *** *** *** 065 065 064 069 064 066 16.167 15.550 13.889 16.233 14.015 17.037 *** *** *** *** *** *** 046 049 046 15.997 14.049 17.899 *** *** *** 072 14.591 *** 94 CLDV3 CLDV4 HL1 HL2 HL3 < < < < < - CL_DV CL_DV H_L H_L H_L Estimate 902 1.036 1.000 849 931 S.E .068 072 C.R 13.312 14.369 P Label *** *** 082 087 10.390 10.742 *** *** Standardized Regression Weights: (Group number - Default model) CL_DV CL_DV CL_DV CL_DV CL_DV CL_DV H_L TC5 TC4 TC3 TC2 TC1 DU6 DU5 DU4 DU3 DU2 DU1 DC5 DC4 DC3 DC2 DC1 PV5 PV4 PV3 PV2 PV1 PTHH7 PTHH6 PTHH5 PTHH4 PTHH3 PTHH2 PTHH1 TCN4 TCN3 < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < - T_C D_U P_V D_C PT_HH T_C_N CL_DV T_C T_C T_C T_C T_C D_U D_U D_U D_U D_U D_U D_C D_C D_C D_C D_C P_V P_V P_V P_V P_V PT_HH PT_HH PT_HH PT_HH PT_HH PT_HH PT_HH T_C_N T_C_N Estimate 498 328 314 321 301 211 679 880 770 833 789 774 743 667 707 740 655 758 831 712 761 671 672 868 741 813 737 746 782 812 787 717 814 723 846 935 734 95 TCN2 TCN1 CLDV1 CLDV2 CLDV3 CLDV4 HL1 HL2 HL3 < < < < < < < < < - T_C_N T_C_N CL_DV CL_DV CL_DV CL_DV H_L H_L H_L Estimate 670 792 762 771 712 761 789 653 683 Covariances: (Group number - Default model) T_C T_C T_C T_C T_C D_U D_U D_U D_U D_C D_C D_C P_V P_V PT_HH < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > D_U D_C P_V PT_HH T_C_N D_C P_V PT_HH T_C_N P_V PT_HH T_C_N PT_HH T_C_N T_C_N Estimate 047 137 088 054 -.007 042 041 067 -.007 026 -.013 054 034 037 058 S.E .042 054 052 049 061 036 035 034 042 045 043 053 041 052 049 C.R 1.131 2.557 1.703 1.096 -.117 1.151 1.169 1.976 -.161 586 -.304 1.014 827 707 1.179 P Label 258 011 089 273 907 250 242 048 872 558 761 311 408 479 238 Correlations: (Group number - Default model) T_C T_C T_C T_C T_C D_U D_U D_U D_U D_C D_C < > < > < > < > < > < > < > < > < > < > < > D_U D_C P_V PT_HH T_C_N D_C P_V PT_HH T_C_N P_V PT_HH Estimate 070 160 103 065 -.007 073 073 123 -.010 036 -.019 96 D_C P_V P_V PT_HH < > < > < > < > T_C_N PT_HH T_C_N T_C_N Estimate 062 050 043 070 Variances: (Group number - Default model) T_C D_U D_C P_V PT_HH T_C_N e40 e41 e1 e2 e3 e4 e5 e6 e7 e8 e9 e10 e11 e12 e13 e14 e15 e16 e17 e18 e19 e20 e21 e22 e23 e24 e25 e26 e27 e28 e29 e30 Estimate 1.015 449 724 712 668 1.031 020 139 295 450 412 402 525 365 560 452 403 488 402 325 459 368 550 545 232 411 331 443 351 423 386 415 505 423 484 332 148 477 S.E .101 060 082 074 080 096 006 022 033 040 040 037 047 035 049 041 038 042 039 038 042 036 049 048 028 037 033 040 032 038 036 037 043 039 041 033 036 042 C.R 10.005 7.535 8.801 9.660 8.369 10.703 3.259 6.191 8.848 11.238 10.254 10.997 11.191 10.541 11.400 11.006 10.588 11.499 10.301 8.474 10.896 10.173 11.331 11.319 8.398 11.162 10.044 11.205 11.105 11.248 10.861 11.197 11.814 10.821 11.778 10.216 4.138 11.251 P Label *** *** *** *** *** *** 001 *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** 97 e31 e32 e33 e34 e35 e36 e37 e38 e39 Estimate 597 424 155 162 170 168 157 249 256 S.E .050 041 014 015 015 015 021 024 026 C.R 11.834 10.276 11.200 11.088 11.676 11.212 7.306 10.391 9.917 P Label *** *** *** *** *** *** *** *** *** Squared Multiple Correlations: (Group number - Default model) CL_DV H_L HL3 HL2 HL1 CLDV4 CLDV3 CLDV2 CLDV1 TCN1 TCN2 TCN3 TCN4 PTHH1 PTHH2 PTHH3 PTHH4 PTHH5 PTHH6 PTHH7 PV1 PV2 PV3 PV4 PV5 DC1 DC2 DC3 DC4 DC5 DU1 DU2 DU3 Estimate 806 461 466 427 622 580 507 595 581 627 449 538 875 716 522 663 515 619 659 612 557 544 661 549 754 452 450 579 507 690 575 428 547 98 DU4 DU5 DU6 TC1 TC2 TC3 TC4 TC5 Estimate 500 444 552 599 623 693 593 775 Regression Weights: (Group number - Default model) CL_DV CL_DV CL_DV CL_DV CL_DV CL_DV H_L TC5 TC4 TC3 TC2 TC1 DU6 DU5 DU4 DU3 DU2 DU1 DC5 DC4 DC3 DC2 DC1 PV5 PV4 PV3 PV2 PV1 PTHH7 PTHH6 PTHH5 PTHH4 PTHH3 Parameter < T_C < D_U < P_V < D_C < PT_HH < T_C_N < CL_DV < T_C < T_C < T_C < T_C < T_C < D_U < D_U < D_U < D_U < D_U < D_U < D_C < D_C < D_C < D_C < D_C < P_V < P_V < P_V < P_V < P_V < PT_HH < PT_HH < PT_HH < PT_HH < PT_HH SE 017 034 025 021 022 022 081 000 042 038 039 040 000 080 082 076 082 072 000 057 053 057 060 000 039 057 055 045 000 059 082 046 081 SE-SE 001 001 001 001 001 001 003 000 001 001 001 001 000 003 003 002 003 002 000 002 002 002 002 000 001 002 002 001 000 002 003 001 003 Mean 229 228 173 174 172 095 739 1.000 801 957 806 881 1.000 1.005 1.006 1.042 904 1.101 1.000 805 833 782 786 1.000 836 954 864 785 1.000 1.063 1.010 896 1.120 Bias SE-Bias 000 001 002 002 001 001 -.001 001 001 001 -.002 001 -.004 004 000 000 -.001 002 000 002 -.002 002 002 002 000 000 006 004 004 004 001 003 002 004 001 003 000 000 -.002 003 -.004 002 -.005 003 -.001 003 000 000 -.003 002 002 003 003 002 -.002 002 000 000 006 003 005 004 001 002 004 004 99 PTHH2 PTHH1 TCN4 TCN3 TCN2 TCN1 CLDV1 CLDV2 CLDV3 CLDV4 HL1 HL2 HL3 Parameter < PT_HH < PT_HH < T_C_N < T_C_N < T_C_N < T_C_N < CL_DV < CL_DV < CL_DV < CL_DV < H_L < H_L < H_L SE 058 078 000 050 053 044 000 073 049 058 000 081 065 SE-SE 002 002 000 002 002 001 000 002 002 002 000 003 002 Mean 895 1.129 1.000 734 682 828 1.000 1.057 903 1.041 1.000 846 933 Bias SE-Bias 004 003 010 003 000 000 000 002 -.006 002 -.003 002 000 000 002 003 001 002 004 003 000 000 -.003 004 002 003 100 ... have been some researches on the quality of E- banking services and the satisfaction of customers on the quality of E- banking services These studies also selected the model, identified criteria... to determine customer expectations for the type of business /banking services in general The second part is to determine the customer' s perception of service performance of the surveyed business/bank... Assessment of the quality of E- banking services: Based on the baseline scale of the SERVPERF model, the content of the questions will focus on surveying the perception of customers after using E- banking