TABLE OF CONTENTS

COMMITMENT

ACKNOWLEDGMENTS

SUMMARY

TABLE OF CONTENTS

LIST OF ABBREVIATIONS

LIST OF TABLES

LIST OF CHARTS AND FIGURES

INTRODUCTION
1. Rationale

2. Objectives and research questions

3. Object and scope of the study

4. Research methodology

CHAPTER 1: OVERVIEW OF BANKING SERVICE QUALITY

1.1. Rationale and study models

1.1.1. The concept of banking service

1.1.2. The concept of service quality

1.1.3. Customer satisfaction

1.1.4. The research model

1.2. Overview of Agribank, Láng Hạ branch

1.2.1. The process of establishment and development

1.2.2. Organization structure

1.2.3. Overview of provided services

CHAPTER 2: RESEARCH METHODS

2.1. Data collection methods

2.1.1. Secondary data collecting method

2.1.2. Primary data collecting method

2.2. General and data processing method

2.3 Researching and evaluating model of provided services quality

CHAPTER 3: ASSESSMENT OF THE BANKING SERVICE QUALITY AT AGRIBANK

LANG HA FROM 2011-2016

A. The assessing criteria of bank services quality

B. Influence Factors

3.1. The results of the e - banking services in the period 2011-2016

3.1.1. Targets of register scale, speed and frequency of using

3.1.2. Targets of sales and profits from e - banking services

3.2. E - banking service quality assessment at Agribank Lang Ha based on the ennouced target
criteria

3.3 The causes

3.3.3.1. Legal risks

3.3.3.2. IT risks

3.3.3.3. Management risk

3.3.3.4. Ethical risks

Chapter 4: SOME SOLUTIONS FOR E - BANKING SERVICE QUALITY

IMPROVEMENT AT AGRIBANK LANG HA

4.1. The development orientation of e - banking service at the Agribank Lang Ha

4.1.1. The objective and orientation

4.1.2. The focus target in the period 2017-2022

4.2. The opportunities and challenges of Agribank, Lang Ha branch.

4.2.1. The opportunity

4.2.2. The challenge

4.3. Solutions for the for e - banking services development of Agribank Lang Ha

4.3.1. Promotion and development of information technology platform and infrastructure.

4.3.2. Diversification products of e - banking services

4.3.3. Developing high quality human resources

4.3.4. Boosting advertising

THE CONCLUSION

REFERENCES

APPENDIX

LIST OF FIGURES

No FIGURES Contents

1 Figure 1.1 (American Customer Satisfaction Index – ACSI)

2 Figure 1.2 (European Customer Satisfaction Index - ECSI)

3 Figure 1.3 Theory model of bank’s customer satisfaction indices

4 Figure 1.4 The relationship between the e-banking banking service quality and customers’s satisfaction

5 Figure 2.1 Research model at Agribank Lang Ha e-banking service quality at Agribank, Lang Ha branc

6 Figure 3.1 Bank’s organizational model diagram

LIST oF Tables

No Tables Content

1 Table 2.1 Customer questionnaire surveys

2 Table 3.1 Sales of card services at Agribank, Lang Ha branch the period 2013 to 2015

3 Table 3.2 Data of Mobile banking and E-Mobile Banking Agribank, Lang Ha branch period 2013-2015
4 Table 3.3 Data of Internet Banking Agribank, Lang branch period 2013- 2015

5 Table 3.4 Basic characteristics of the investigated subjects

6 Table 3.5 Testing of the the investigated variables reliability

7 Table 3.6 Inspection of KMO and Bartlett's Test

8 Table 3.7 Analysis factor for investigated variables

9 Table 3.8 Regression analysis results of e-banking service quality affecting factors