ANALYSIS OF E-BANKING SERVICES QUALITY: A CASE STUDY OF TECHCOMBANK IN HANOI

Abstract

The E-banking is an application that has been developed for a well-established regional bank operating primarily in Vietnam. In the world of this competitive environment and technological development, the bank has been totally computerized in the last 4 years, and to increase its customer base has start planning, for a concept called as e-banking; with this concept the bank want to move very nearer to the customers and increase its basic operational strategies. This research investigates the factors which influence E-banking service quality of Techcombank, namely “Home banking”, “Mobile banking”, “Internet banking” and “ATM service”. The data for this research was collected from respondents selected from Techcombank in Hanoi to measure the quality of E-banking. Results of the multiple regression analysis for the total sample indicate that three factors have a significant influence to the quality of E-banking service of Techcombank (Home banking, Mobile banking, Internet banking); while the other one, ATM service has no significant influence to the quality of E-banking service of Techcombank. Besides, the result of this research would be beneficial in order to strengthen the quality of E-banking services of Techcombank in particularly, and E-banking services quality of other banks in generally.