International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies


:: International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies

ISSN 2228-9860
eISSN 1906-9642



  • Improving the Quality of E-Banking Services of Commercial Banks post Covid-19 Pandemic in Vietnam

    Hoang Thi Thanh Chung, Nguyen Viet Hung (Lac Hong University (LHU), VIETNAM).

    Discipline: E-banking & Commercial bank.

    ➤ FullText

    doi: 10.14456/ITJEMAST.2023.2

    Keywords: E-banking; Commercial bank; Price; Tangible; Responsiveness; Empathy; Reliability; Service capacity; Policy and implications.

    Developing e-banking services is an inevitable development trend in the context of the current industrial revolution 4.0. E-banking, with its notable features, is winning great affection from customers. It makes people's lives more convenient and transactions much more uncomplicated. So the benefits of using e-banking are many services. Therefore, the study has determined the importance of factors affecting the quality of e-banking services at commercial banks. With research data using survey data, 400 customers are using e-banking services at commercial banks, and the result is 365 votes; the rate is 91.25%. The research results show that evaluating the scale's reliability through Cronbach's Alpha coefficient, exploratory factor analysis - EFA, and drawing out six factors affecting the quality of e-banking services. The following factors are suggested, respectively, of policy implications for the price, tangible means, responsiveness, empathy, reliability, and service capacity.

    Paper ID: 14A1B

    Cite this article:

    Chung, H. T. T; Hung, N. V. (2023). Improving the Quality of E-Banking Services of Commercial Banks post Covid-19 Pandemic in Vietnam. International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies, 14(1), 14A1B, 1-10. http://TUENGR.COM/V14/14A1B.pdf DOI: 10.14456/ITJEMAST.2023.2


  1. Cronin & Taylor (1992). Measuring service quality a reexamination and extension. Journal of Marketing, 56(3), 55-68.
  2. Darwish & Lakhtaria (2020). Factors affecting e-banking service quality: a case study of commercial banks in India. International Journal of Finance and Business, 8(1), 11-38.
  3. Gronroos, C, A. (1984). Service Quality Model and Its Marketing Implications. European, Journal of Marketing, 18(4), 36-44.
  4. Hair, J., Black W., Babin, B., & Anderson, R. (2021). Multivariate Data Analysis. Upper Saddle River, New Jersey: Prentice-Hall.
  5. Oliver, R. L., & Bearden, W. O. (1985). Disconfirmation processes and consumer evaluations in product usage. Journal of Business Research, 13(3), 235-246.
  6. Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  7. Parasuraman, Valarie, A., Zeilthaml & Leonard, L. B. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(2), 41-50.
  8. Spreng, Richard, A., Scott, B., MacKenzie & Richard, W. O. (1996). A Reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60(2), 15-32.
  9. Sundas va cong su (2019). Factors affecting the quality of e-banking services in Pakistan. International Journal of Finance Research, 6(4), 36-47.
  10. Yaghubi, N., & Seyedin, S. M. (2015). Ranking the technical dimensions of e-banking service quality evaluation models using analytical hierarchy process. Advances in Computer Science: an International Journal, 4(1), 37-43.
  11. Yaseen, S., & El Qirem, I. (2018). Intention to use e-banking services in Jordanian commercial banks. International Journal of Bank Marketing, 36(3), 557-571.
  12. Yiu, C., Grant, K., & Edgar, D. (2007). Factors affecting the adoption of internet banking in Hong Kong: implications for the banking sector. International Journal of Information Management, 27(5), 336-351.
  13. Yousafzai, S., & Yani-De-Soriano, M. (2012). Understanding customer-specific factors underpinning internet-banking adoption. International Journal of Bank Marketing, 30(1), 60-81.
  14. Yousafzai, S., Foxall, G., & Pallister, J. (2010). Explaining internet banking behavior: theory of reasoned action, theory of planned behavior, or technology acceptance model?. Journal of Applied Social Psychology, 40(5), 1172-1202.
  15. Zeithaml, V. A., & Bitner, M. J. (2000). Services Marketing: Integrating Customer Focus across the Firm. 2nd Edition, McGraw-Hill, Boston.
  16. Zeithaml, V., Berry, L. & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(3), 35-48.
  17. Zhou, T. (2012). Understanding users' initial trust in mobile banking: an elaboration likelihood perspective. Computers in Human Behavior, 28(4), 1518-1525.

Other issues:


Call-for-Scientific Papers
Call-for-Research Papers:
ITJEMAST invites you to submit high quality papers for full peer-review and possible publication in areas pertaining engineering, science, management and technology, especially interdisciplinary/cross-disciplinary/multidisciplinary subjects.

To publish your work in the next available issue, your manuscripts together with copyright transfer document signed by all authors can be submitted via email to Editor @ (please see all detail from Instructions for Authors)

Publication and peer-reviewed process:
After the peer-review process, articles will be on-line published in the available next issue. However, the International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies cannot guarantee the exact publication time as the process may take longer time, subject to peer-review approval and adjustment of the submitted articles.