Abstract
Electronic Banking (e-Banking) is a popular banking service all over the world nowadays because of its convenience and great benefits for both banks and customers. However, although e-Banking has been implemented in Vietnam for a long time, the awareness and usage of customers toward this banking service are still very low in reality. This study aims to provide an insight into customer perception of e-Banking and to figure out which areas of customer perception influence customer satisfaction of e-banking in Vietnam. A structured questionnaire was distributed to three hundred and fifty banking customers in Vietnam. The collected data were analyzed by using descriptive, Pearson’s correlation, t-test, and ANOVA with Tukey analysis. The results illustrated customer perception of e-banking in Vietnam in different areas such as convenience, speed, security, procedure, ease of use, service costs, reliability, and quality of service. There were significant differences in customers’ perception of electronic banking among ages, occupations, income levels, and frequency of using groups in Vietnam. However, variables such as gender, marital status, and education levels had no significant influence on the perceptions of electronic banking. The study also found that except service costs, other factors such as convenience, speed, security, ease of use, reliability, quality of service, and procedure are positively related to customer satisfaction of electronic banking in Vietnam. Thus, it implies that bank managers should focus on these areas to raise customer perception and customer satisfaction of electronic banking.
Highlights
E-Banking is the banking service using electronic means such as a personal computer (PC), automated teller machine (ATM), mobile phone, etc. to conduct transactions via the Internet
Hypothesis 1: There is a significant difference in customer perception of e-banking among demographic characteristics such as gender, marital status, age, education, occupation, income level, and frequency of use
Hypothesis 2: There is a significant relationship between customer perception of e-Banking in terms of convenience, speed, security, procedure, ease of use, service cost, quality of service, and reliability, and customer satisfaction
Summary
E-Banking is the banking service using electronic means such as a personal computer (PC), automated teller machine (ATM), mobile phone, etc. to conduct transactions via the Internet. Along with the boom of the Internet, nowadays, e-Banking is developing rapidly all over the world It becomes an inevitable trend and an indispensable tool for any bank which wants to enrich its services as well as reach more customers. E-Banking helps them be more competitive with multiple transaction channels, and reduce overhead and operating costs They can get the many benefits from the convenience of e-Banking such as accessing bank services anywhere and anytime, quick and simple transactions, reducing risks about security with cash on hand, etc. As e-commerce is booming and there are growing opportunities for electronic banking, there is no research has been done so far to identify problems and what customers feel about the current e-Banking service in Vietnam. This research paper investigates if there is any relationship between customer perceptions in terms of convenience, speed, security, procedure, ease of use, service cost, reliability, quality of service, and customer satisfaction
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