ti: nh gi cht lng dch v Internet Banking ca Ngn hng TM ! "ng Na# $ % N N&ng '()N* +: T,N* -.

./N 01 23 ' 04 N*5N '6N* I7N T8 06 INT9:N9T B/N;IN* 0<I '=>T ?N* @/ N'TM T:=N* N1N ;IN' TA T'3 T:(BN* 1.1 Mt s khi nim lin quan +C+C+ ;hi niD# v ngn hng v dch v ngn hng +C+CE c lFGi dch v ngn hng +C+CH 2ch v ngn hng IiDn tJ v cc KLn MhN# ca dch v ngn hng IiDn tJ +C+CO ;hi niD# cht lng dch v v cht lng dch v ngn hng +C+CP *iQi thiDR v #" hSnh Inh gi cht lng dch v T9:0-./U v T9:0!9:V 1.2 Dch v Internet Banking +CEC+ ;hi niD# Internet Banking +CECE Ui Wch khi KJ dng Internet Banking +CECH NhXng KLn MhN# dch v ch YZR ca Internet Banking +CECO NhXng IiR kiDn tri[n khai Internet Banking v nhXng nhn t\ Lnh h]ng IZn viDc KJ dng Internet Banking +CECP NhXng ri rF khi KJ dng Internet Banking '()N* E: T'^ T:>N* T:I_N ;'/I 23 ' 04 INT9:N9T B/N;IN* T>I N*5N '6N* TM ! `N* N/M $ % 6 NaN* 2.1 hi qut v! "#$M%& 'e(Bank )* "+ng EC+C+ Uch KJ hSnh thnh v Mht tri[n ca Te/Bank % N N&ng EC+CE b cR tc chdc v nhiD# v cc Mheng fan ca chi nhnh EC+CH c KLn MhN# dch v ca chi nhnh EC+CO TSnh hSnh chRng v hFGt Igng kinh dFanh ca chi nhnh hRa H ni# jEk++lEk+Hm 2.2 $,nh h,nh h-.t /ng Internet Banking c0a 'e(Bank 1 %" )* "+ng ECEC+ c gni KLn MhN# Internet Banking ca Te/Bank % N N&ng ECECE TSnh hSnh tri[n khai hFGt dgng Internet Banking ca Te/Bank % N N&ng 2.2 )nh gi c0a khch h*ng v! ch3t l45ng 6ch v Internet Banking c0a 'e(Bank 1 %" )* "+ng ECHC+ !hbng MhM KJ dng I[ IF long Inh gi ca khch hng ECHCE;i[# Inh giL thRYZt #" hSnh nghipn cdR th"ng hRa Mhn tWch hqi hRY ECHCH rc Ii[# ca nhn# khch hng Ic Mhsng vn ECHCO TSnh hSnh KJ dng Internet Banking ca khch hng ECHCPC !hn tWch Inh gi ca khch hng I\i vQi cc YZR t\ trFng cht lng dch v Internet Banking ca Te/Bank % N N&ng ECHCt nh gi ca khch hng v YZR t\ cL# nhun ning lvc Mhc v ECHCw nh gi ca khch hng v YZR t\ cL# nhun khL ning IM dng ECHCx nh gi ca khch hng v YZR t\ cL# nhun Kv Iqng cL# ECHCy nh gi ca khch hng v YZR t\ Tv thRun tiDn v thR hzt ECHC+k ;i[# Inh Kv khc fiDt v Kv hi leng I\i vQi cht lng dch v ca cc nhn# YZR t\ khc nhaR j=nel{aY /N=0/| ;rRKkall }alliKm jT\ fiZn K\ ~Hm '()N* H: M?T T *II !'$! 06 ;IAN N*'3 N5N* /= 'T U(N* 23 ' 04

2.1 7i8i 9h9 HC+C+ *iLi MhM v Kv tin cuY v #dc Ig Iqng cL# HC+CE *iLi MhM v Mhbng tiDn hXR hSnh v Tv thRun tiDnthR hzt HC+CH *iLi MhM v khL ning IM dng v ning lc Mhc v HC+CO Mgt K\ giLi MhM khc 2.2 i:n ngh HCEC+ \i vQi Te/Bank % N N&ng HCECE \i vQi nh nQc v chWnh hRYnC ;AT U.N