The Impact of Perceptions of Digital Banking Services and Customer Experience on the Performance of Vietnamese Commercial Banks

Abstract

The factors of customer experience significantly influence the effectiveness of technology applications to enhance the performance of digital banks. Therefore, customer experience needs to be considered in the relationship between digital banking and the performance of Vietnamese digital banks. This study was primarily conducted to specifically determine the impact of the perception of digital banking services and customer experience on the performance of Vietnamese digital banks. Utilizing the Confirmatory Factor Analysis (CFA) and the Structural Equation Modeling (SEM) method with data from 443 customers using digital banking services in Vietnamese digital banks, the study results show that the factors of Usability (KNSD), Convenience Perception (STL), Function Quality (CLC), Service Quality (CDV), Safety Perception (RR), and Brand Perception (TH) all have an impact on the customer experience with digital banking services at these banks. Additionally, customer experience with digital banking services has a positive effect on the performance of the banks. Based on these research results, the authors propose some managerial implications to enhance the performance of Vietnamese digital banks.