Factors affecting organized customers' satisfaction with digital banking service quality of commercial banking in Ho Chi Minh city

Abstract

The benefits of digital banking make every transaction more accurate, fast and
secure. This study aims to determine the satisfaction of elderly customers when using
digital banking services of commercial banks in Ho Chi Minh City and at the same time
determine the influence of factors from which makes appropriate management
implications. The results of the survey and analysis of 267 survey samples of elderly
customers show that there are 6 factors affecting the satisfaction of elderly customers and
are arranged in descending order as follows: 1) Tangible means ; 2) Service capacity; 3)
Ease of use; 4) Responsiveness; 5) Reliability; 6) Empathy. Since then, the authors have
proposed six managerial implications to improve the satisfaction of elderly customers with
the quality of digital banking services of commercial banks in Ho Chi Minh City.