THE IMPACT OF E-BANKING SERVICE QUALITY DIMENSION ON CUSTOMER SATISFACTION IN VIETINBANK, VIETNAM

Abstract

The electronic evolution also affected the Vietnamese banking sector, which offers both opportunities and challenges, at the same time. With the current rapid developments in information and network technology, banks are undergoing unprecedented and global changes. So banks need to understand the level of customer satisfaction for the quality of e-banking, identify factors affecting their satisfaction and quantify it.The purpose of this study was to find the internet banking service dimensions that will have the impact on customer satisfaction in Vietnam. To this end, Vietinbank is used for this study. The data were gathered through by a questionnaire that was designed on a 5-Point Likert scale. In collecting data process, researcher constructed questionnaire and spread to 150 respondents . The analysis was done by using Multiple Regression method, processed with help of SPSS windows version 20.0. Research findings indicate significant impact of “Easiness”, “Trust”, “Security”, “Website designing”, and “Speed” on “Satisfaction”.