Mô hình hóa chất lượng dịch vụ ki-ốt ngân hàng: Nghiên cứu thực nghiệm về các ngân hàng thương mại trên địa bàn Hà Nội
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Từ khóa:
chất lượng dịch vụ
công nghệ tự phục vụ
giá trị cảm nhận
ki-ốt ngân hàng
sự hài lòng của khách hàng
Tóm tắt
Nghiên cứu được thực hiện nhằm mô hình hóa chất lượng dịch vụ (CLDV) ki-ốt ngân hàng tại Việt Nam, đồng thời chỉ ra tác động của CLDV tới giá trị cảm nhận và sự hài lòng của khách hàng. Nghiên cứu định lượng được thực hiện với mẫu gồm 374 khách hàng trên địa bàn Hà Nội với hình thức khảo sát trực tiếp. Dữ liệu được đưa vào phần mềm SPSS 29.0 và AMOS 20.0 để thực hiện kiểm định độ tin cậy, phân tích nhân tố khám phá, nhân tố khẳng định và mô hình cấu trúc tuyến tính SEM. Nghiên cứu đóng góp vào lý thuyết bằng cách cung cấp mô hình và thang đo CLDV ki-ốt ngân hàng có tính tổng quan và phù hợp hơn với thị trường Việt Nam, đồng thời đưa ra bằng chứng thực nghiệm về sự ảnh hưởng riêng biệt của tính riêng tư và tính bảo mật đến CLDV. Các chính sách như cải thiện chức năng ki-ốt, tối ưu hóa giao diện theo định hướng khách hàng và nâng cao tính riêng tư của giao dịch đã được đề xuất.
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Feb 28, 2023
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Cách trích dẫn
Nguyễn Hồng Quân, Nguyễn Quỳnh Hương, Trần Phương Thảo, Trịnh Ngọc Linh, và Nguyễn Quỳnh Trang. “Mô hình hóa chất lượng dịch Vụ Ki-ốt ngân hàng: Nghiên cứu thực nghiệm về các ngân hàng thương mại Trên địa bàn Hà Nội”. Tạp Chí Khoa học Và Công nghệ - Đại học Đà Nẵng, vol 21, số p.h 2, Tháng Hai 2023, tr 19-25, https://jst-ud.vn/jst-ud/article/view/8272.
