Title: FACTORS AFFECTING CUSTOMER SATISFACTION ABOUT THE QUALITY OF DIGITAL BANKING SERVICES OF JOINT STOCK COMMERCIAL BANKS IN VIETNAM
Authors:
Dinh The Hung, Nguyen Vo Nguyet Vy and Nguyen Thuy Bao Phuong
Abstract:
Under the continuous development of digital technology, digital banking has become an important part of modern life. Developing digital banking services is an inevitable, objective trend in a modern economy, in the era of international economic integration. This paper focuses on identifying factors affecting digital banking service satisfaction based on survey data with 175 customers who regularly use digital banking services of joint stock commercial banks in Vietnam during the period from August 2024 to September 2024. The research results showed only 6 factors affecting customer satisfaction with the use of digital banking services of commercial banks, including: Reliability of digital banking; Ease of use of digital banking; Security and privacy; Quality of digital banking services; Ability to provide digital banking; Prices and costs of digital banking. The study also proposed a number of solutions to improve the quality of digital banking services for Vietnamese commercial banks.
Keywords: Service quality, Digital banking, Customer satisfaction.
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