Electronic Banking Service Quality and Its Impact on Customer Loyalty in Vietnam

Abstract

In last few years, banks all over the world have started to transfer their services more and more to online. Online banking improves the banks service quality to a whole new level and banks can offer their services depending on what country their customers are at that moment. It also gives the banks opportunities to make their services more flexible and widen their product range to whole new areas. The development of new technology makes payment and other bank services much more easy to use for their customers. It also gives flexibility, because customers can use services anywhere and anytime. The only thing customers need is a working online connection and the rest takes care of itself. In many countries banks have already been offered more than just online banking. They have been widening their service range, for example included stocks buying and post services. That has also allowed banks to makes new products and creates new ways to tie customer use to only their bank. Electronic banking (E-banking) services are also growing in popularity in Vietnam. It been showed that an increasing numbers of customer using online bank services. In this high technology century, people can appreciate the better quality of bank services that online banking gives customer with a variety of options available 24 hours per day, flexibility and most importantly, banks can serve their customer more on an individual basis. That makes customer’s satisfaction level higher. This report mainly focuses on investigating the major factors of e-banking service quality and how they influence customer satisfaction and its impact on customer loyalty of banking industry of Vietnam. Research methodology for this report will be using survey by way of systematic questionnaires recommended under quantitative method.