Factors affecting the quality of Mobile banking services of SHB in Dong Nai province

Abstract

Developing Mobile banking services for commercial banks is an urgent issue to meet the needs of the people, especially in the context that Vietnamese Government wants to promote the process of non-cash payments, with fierce competition in the market and fundamental similarities between banking services. Providing high-quality Mobile banking services is challenging for Vietnamese banks today. Among 520 customers surveyed using Mobile banking services at the SHB Dong Nai branch, the study collected 494 votes, a rate of 95.00%. The research results show that the six factors are arranged in order of priority for implementing policy implications from high to low. Reliability (0.427), cost perception (0.407), responsiveness (0.313), empathy (0.189), tangibles (0.152), and competence (0.114) are the beta coefficients normalized from highest to lowest. These research results have implications for policymakers who need to prioritize implementation.