Abstract

This study aims at exploring and testing the relationship between service quality elements and customer satisfaction with Internet banking service at Bank for Investment and Development of Vietnam, Haiduong branch. The research method used is quantitative with statistical analyses such as reliability test, assess the level of customer satisfaction, consider the relationship between the concepts, regression equations built and testing the hypotheses,correlation analysis, and ANOVA. There were 220 questionnaire papers delivered to customers and 203 responses are valid (90%).The regression shows that there are 5 factors influencing customer satisfaction with the service: (1) reliability, (2) assurance, (3) empathy, (4) tangibles, and (5) security. In which, empathy negatively affects customer satisfaction. There is mean difference between groups by marital status, age, and income; gender and education do not make significant difference. With the research results would help empirical practice, reveal limitations and suggestions for further study. Keywords: Internet banking, service quality, security, customer satisfaction, SERVQUAL model.

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