The Influence of Personal Characteristics on Customers’ Perception of E-Banking Service Quality and Cost Effectiveness in Vietnam

Trang, Ngo Mai

doi:10.4236/jss.2022.101029

Cited by 3 publications

(2 citation statements)

References 33 publications

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“…It is obvious that documents on banking services focus on E-banking [Anouze, Alamro, 2019;Chi, 2021;Haq, Awan, 2020;Trang, 2022], M-Banking [Baabdullah, Alalwan, Rana, Kizgin, Patil, 2019;Hamidi, Safareeyeh, 2019;Merhi, Hone, Tarhini, Ameen, 2020;Picoto, Pinto, 2021;Singh, Srivastava, 2020], I-Banking [Alalwan, Dwivedi, Rana, Algharabat, 2018;Bharti, 2016;Hamidi, Safareeyeh, 2019;Oruç, Tatar, 2017]; digital banking [Alnemer, 2022;Egala, Boateng, Mensah, 2021;Kaur, Kiran, Grima, Rupeika-Apoga, 2021;Montazemi, Qahri-Saremi, 2015]; relationship between digital banking adoption and demographic characteristics of gender, age, education level, occupation and income [Alnemer, 2022], which shows that males aged from 25-49 years with better education, income and still in service are likely to use digital banking services. These results reveal a gap in the research literature on the intention to use digital banking services among elderly customers, especially after the COVID-19 pandemic.…”

Section: Introductionmentioning

confidence: 99%

Factors Affecting the Intention to Use Digital Banking Services: A Case Study on Elderly Customers in Vietnam

Nga

2023

HSE Economic Journal

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Based on Technology Acceptance Theory (TAM) and Linear Structural Model (SEM), the author predicts factors affecting the intention to use digital banking of customers from 50 years old in Vietnam. For this study, 350 valid responses out of 398 survey participants have been collected and utilized for data analysis, digital banking are found easy to use, helpful, reliable, and less risky for elderly customers, which might increase the elderly's demands and intentions to use them. Regarding the behaviors of elderly customers, this study will provide an insight into elderly customers' expectations accessing digital banking services during the COVID-19 pandemic in emerging markets. Furthermore, the researcher proposes an integrated model to predict behaviors and examines main.

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Section: Introductionmentioning

confidence: 99%

Factors Affecting the Intention to Use Digital Banking Services: A Case Study on Elderly Customers in Vietnam

Nga

2023

HSE Economic Journal

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“…Instead of shopping directly, they use online shopping applications, which allow electronic payments. Therefore, customers are increasingly demanding, for they expect the Bank to provide transaction methods with convenient, safe, and enjoyable experiences (Trang, 2022). Therefore, many banks have constantly been developing and expanding customer electronic transaction channels.…”

Section: Introductionmentioning

confidence: 99%

Customer satisfaction in digital banking sector in Vietnam: a meta-case approach

Duc¹

2022

Telos

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As the digitalization of financial services increases, it is the customers who benefit, and the banks have more capacity to enhance the experience and digital satisfaction of their target customers. The paper focuses on an important issue of the Vietnamese banking system. It is the process of digital transformation through applying leading fintechs to their core banking platform. Therefore, the main objective of this research is to explore the possible relationship between customer satisfaction with digital banking services and the other observed variables due to the theory of SERVQUAL. This study reaffirms and adds to the measurement scale system of customer satisfaction concepts while experiencing digital banking services. This helps researchers in the banking sector of Vietnam and around the world have a scale to conduct their researches on customer satisfaction. The author also uses quantitative analysis for a random sample survey within the banking network of Northern region of Vietnam (290 samples in total). Descriptive analysis, reliability analysis of scale, exploratory factor analysis, or multiple regression analysis all provide better perspectives on the relationship between customer satisfaction and the digital services that banks are offering. The major findings of the study involve the fact that focusing on minimizing response time to customers' inquiries and individualizing services to each one of them are the things that the digital banks in Vietnam need to do beforehand. To conclude, the roles of tangibles and responsiveness in the digital banking services can only be examined much more thoroughly in the upcoming researches while this one cannot.

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Statistical and Data Analytics Approaches to Parameter Tuning for Enhancing QoS of E-Banking Transactions: A Case Study of Sample Bank

Razavi,

Jamali,

Emsaki

et al. 2023

2023 IEEE Canadian Conference on Electrical and Computer Engineering (CCECE)

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The Influence of Personal Characteristics on Customers’ Perception of E-Banking Service Quality and Cost Effectiveness in Vietnam

Cited by 3 publications

References 33 publications

Factors Affecting the Intention to Use Digital Banking Services: A Case Study on Elderly Customers in Vietnam

Factors Affecting the Intention to Use Digital Banking Services: A Case Study on Elderly Customers in Vietnam

Customer satisfaction in digital banking sector in Vietnam: a meta-case approach

Statistical and Data Analytics Approaches to Parameter Tuning for Enhancing QoS of E-Banking Transactions: A Case Study of Sample Bank

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