ASSESSMENT OF CUSTOMERS SATISFACTION ABOUT E-BANKING SERVICES AT VIETNAM JOINT STOCK COMMERCIAL INVESTMENT AND DEVELOPMENT BANK BINH DUONG BRANCH

Abstract

In the current digital technology era, almost all economic activities are based on e-commerce and this also a condition for the stron development of electronic payment method. In Vietnam, e-banking at Joint Stock Commercial Bank for Investment and Development (BIDV) focuses on developing the benefits of e-banking for customers. The study aims to determine the influence of factors affecting customer satisfaction with e-banking services at BIDV Binh Duong branch. The analysis results of 281 direct customer survey samples showed that there are 5 factors affecting customer satisfaction and are sorted by decreasing level: 1) Service capacity; 2) Reliability; 3) Sensitivity; 4) Tangible means; 5) Guarantee. Since then, the study has proposed five solutions to improve the quality of e-banking services at BIDV - Binh Duong branch.