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

Chung, Hoang Thi Thanh; Hung, Nguyen Viet

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

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ISSN 2228-9860
eISSN 1906-9642
CODEN: ITJEA8

FEATURE PEER-REVIEWED ARTICLE

Vol.14(1)(2023)

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.

Abstract
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

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