Luận văn customer satisfaction for internet banking services at the bank for investment and development of vietnam bidv

h % Lunghwa Universityof Scienceand Technology 7 ir Ly * Department of Business Administration Thesis for a Master’s Degree Customer satisfaction for Internet banking services at the

h % Lunghwa Universityof Scienceand Technology

7 ir Ly * Department of Business Administration

Thesis for a Master’s Degree

Customer satisfaction for Internet banking

services at the Bank for Investment and Development of Vietnam (BIDV)

Researcher: Nguyen Phuong Thao

Supervisor: Nguyen Van Dinh

December 2018

Lunghwa University of Science and Technology Approval Certificate of Master's Degree Examination Board

This is to certify that the Master Degree Examinations Board has

approved the thesis Customer satisfaction for Internet banking services at

the Bank for Investment and Development of Vietnam (BIDV)published by

Mr / Ms.Nguyen Phuong Thao in the Master Program of Graduate School

of Department of Business Administration

Master’s Degree Examination Board

Board Members !

Chair : Cho, James

Date : _2018 / 12/12

ABSTRACT

Thesis Title: Customer satistaction for Internet banking service at the Bank for

Investment and Development of Viemam (BIDV)

Pages! 102 University : Lunghwa University of Science and Technology

Graduate School : Department of Business Administration

Date : December 12th, 2018 Degree : Master

Researcher: NguyenPhuong Thao Advisor : Nguyen Van Dinh

reovive much allertion for! the managers before, BIDV would casily lose its current

market to business rivals who are better in satisfying the customer demand

Tlaving recognized these aspects, ojectives of this research study were formmlated

ACKNOWLEDGEMENT

1 would like to express my sincere thank Asoc Prof, Dr Nguyen Van Dinh and Assistant Prof, Cho, James: ny supervisors, and corporate officers of Business at Joint Stock Commercial Bank for Investment and Development of Vietmaun devoted to guide and help me complete this thesis

Thank yout Author Nguyen Phuong Thao

ACKNOWLEDGEMENT

1 would like to express my sincere thank Asoc Prof, Dr Nguyen Van Dinh and Assistant Prof, Cho, James: ny supervisors, and corporate officers of Business at Joint Stock Commercial Bank for Investment and Development of Vietmaun devoted to guide and help me complete this thesis

Thank yout Author Nguyen Phuong Thao

LIST OF FIGURES

Figure 1 Research Process

Figure 2 The Expeclation Diseanfirmation Model

Figure 3, Interface of BIDV Online service

Figure 4 The high level IT application model

Figure 5, Customer satisfaction for Tangible dimension

Figtưe 6 Custemer satisfaction for Problem handling dimension

Figure 7 Customer salisfaction for Security dimension

Figure 8, Customer satisfaction for Reliability dimension

Figure 9, Customer satistaction for Efficiency dimension

Figure 10 Customer satisfaction for Fees and Charges dimension

Figure 11 Customer satisfaction for Protnotion and Extra benefits dimension

Figure 12 Custorper satisfaction for Variety of Servies tÍtiréision Figure 13 Most important percentage of Dimension

Figure 14, Inlcrfhec BỮ Bo Iiemel barking syslem

viii

35 Internet banking service af the bank for investment and development of

Victnam in the period 2015-2017

3.5.1 Types of Internet hanking service ar BIDY

\ 3.5.2 Developing Internet banking sevice at BIDY

4.1 Evaluation on custonlaatifacton for BIDV IB service

4.1.1 Customer satistaction for Tafgabie | :

| vat

4.1.3 Customer satisfaction for Security

4.14 Customer satisfaction for Reliability

4.1.5 Customer satisfaction for Eflieieney

4.1.6 Customer satisfaction for Fees and Charges

4.1.7 Customer satisfaction for Promotion and Extra Benefts

4.1.8 Customer satisfaction for Variety of strvices

4.1.9 Overall satisfaction for BINV Internet banking service

4.1.10 Priority issues to improve customer satisfaction for IB service

4.2 Achievements and drawbacks vf Enternel banking service ai the bank for

investment and development of Vietnam in satisfying customers 56

4.2.1 AchieVemetg c.ccccoeieoirree

3 THEORETICAL BACKGROUND AND OVERVIEW OF INTERNET BANKING

SERVICE AT TIE BANK FOR INVESTMENT AND DEVELOPMENT OF VIRETNAM6

3.1.2 Internet banking cFcommercialbarl

3.1.3 Type of Interne! banking service

35 Internet banking service af the bank for investment and development of

Victnam in the period 2015-2017

3.5.1 Types of Internet hanking service ar BIDY

\ 3.5.2 Developing Internet banking sevice at BIDY

4.1 Evaluation on custonlaatifacton for BIDV IB service

4.1.1 Customer satistaction for Tafgabie | :

| vat

4.1.3 Customer satisfaction for Security

4.14 Customer satisfaction for Reliability

4.1.5 Customer satisfaction for Eflieieney

4.1.6 Customer satisfaction for Fees and Charges

4.1.7 Customer satisfaction for Promotion and Extra Benefts

4.1.8 Customer satisfaction for Variety of strvices

4.1.9 Overall satisfaction for BINV Internet banking service

4.1.10 Priority issues to improve customer satisfaction for IB service

4.2 Achievements and drawbacks vf Enternel banking service ai the bank for

investment and development of Vietnam in satisfying customers 56

4.2.1 AchieVemetg c.ccccoeieoirree

35 Internet banking service af the bank for investment and development of

Victnam in the period 2015-2017

3.5.1 Types of Internet hanking service ar BIDY

\ 3.5.2 Developing Internet banking sevice at BIDY

4.1 Evaluation on custonlaatifacton for BIDV IB service

4.1.1 Customer satistaction for Tafgabie | :

| vat

4.1.3 Customer satisfaction for Security

4.14 Customer satisfaction for Reliability

4.1.5 Customer satisfaction for Eflieieney

4.1.6 Customer satisfaction for Fees and Charges

4.1.7 Customer satisfaction for Promotion and Extra Benefts

4.1.8 Customer satisfaction for Variety of strvices

4.1.9 Overall satisfaction for BINV Internet banking service

4.1.10 Priority issues to improve customer satisfaction for IB service

4.2 Achievements and drawbacks vf Enternel banking service ai the bank for

investment and development of Vietnam in satisfying customers 56

4.2.1 AchieVemetg c.ccccoeieoirree

35 Internet banking service af the bank for investment and development of

Victnam in the period 2015-2017

3.5.1 Types of Internet hanking service ar BIDY

\ 3.5.2 Developing Internet banking sevice at BIDY

4.1 Evaluation on custonlaatifacton for BIDV IB service

4.1.1 Customer satistaction for Tafgabie | :

| vat

4.1.3 Customer satisfaction for Security

4.14 Customer satisfaction for Reliability

4.1.5 Customer satisfaction for Eflieieney

4.1.6 Customer satisfaction for Fees and Charges

4.1.7 Customer satisfaction for Promotion and Extra Benefts

4.1.8 Customer satisfaction for Variety of strvices

4.1.9 Overall satisfaction for BINV Internet banking service

4.1.10 Priority issues to improve customer satisfaction for IB service

4.2 Achievements and drawbacks vf Enternel banking service ai the bank for

investment and development of Vietnam in satisfying customers 56

4.2.1 AchieVemetg c.ccccoeieoirree

ACKNOWLEDGEMENT

1 would like to express my sincere thank Asoc Prof, Dr Nguyen Van Dinh and Assistant Prof, Cho, James: ny supervisors, and corporate officers of Business at Joint Stock Commercial Bank for Investment and Development of Vietmaun devoted to guide and help me complete this thesis

Thank yout Author Nguyen Phuong Thao

3 THEORETICAL BACKGROUND AND OVERVIEW OF INTERNET BANKING

SERVICE AT TIE BANK FOR INVESTMENT AND DEVELOPMENT OF VIRETNAM6

3.1.2 Internet banking cFcommercialbarl

3.1.3 Type of Interne! banking service

LIST OF TABLES

‘Table 1 Primary data collection

Table 2 Dimensions c-servicc quility

Table 3 Major performance indicators in 2015-2017

Table 1 BIDV retail banking performance 2015-2017

Table 5 Intemet banking performance 2015 - 2017

‘Table 6 Mean score of Tangible dimension

Table 7 Mzan score of Problem handling dimension

Table 8 Mean score of Security dimension

Table 9 Mean score of Reliability dimension

‘Table 10, Mean score of Efficiency dimension

Table 11 Mcan score of Fees and Charges dimension

Table 12 Mean score of Promotion and Extra Benelts dimension

‘Table 13 Mean score of Variety of services dimension ï :

Table 14 Most impo nti of Dimensions

Table 15, Prionity rank of diqpepsions

5.1 Potentials and future perspectives of Internet banking service in Vietnam 59

5.1.1 Business environment and the bank strategy 59 5.1.2 BIDV orientations and objectives for developing IB service .80

$.2.5 Improve customer carg „87

5.2.6 Enihancing-swekel il nrtivilk

5.3 Conclusion of chapti

REFERENCES

APPENDICES

vi

3 THEORETICAL BACKGROUND AND OVERVIEW OF INTERNET BANKING

SERVICE AT TIE BANK FOR INVESTMENT AND DEVELOPMENT OF VIRETNAM6

3.1.2 Internet banking cFcommercialbarl

3.1.3 Type of Interne! banking service

35 Internet banking service af the bank for investment and development of

Victnam in the period 2015-2017

3.5.1 Types of Internet hanking service ar BIDY

\ 3.5.2 Developing Internet banking sevice at BIDY

4.1 Evaluation on custonlaatifacton for BIDV IB service

4.1.1 Customer satistaction for Tafgabie | :

| vat

4.1.3 Customer satisfaction for Security

4.14 Customer satisfaction for Reliability

4.1.5 Customer satisfaction for Eflieieney

4.1.6 Customer satisfaction for Fees and Charges

4.1.7 Customer satisfaction for Promotion and Extra Benefts

4.1.8 Customer satisfaction for Variety of strvices

4.1.9 Overall satisfaction for BINV Internet banking service

4.1.10 Priority issues to improve customer satisfaction for IB service

4.2 Achievements and drawbacks vf Enternel banking service ai the bank for

investment and development of Vietnam in satisfying customers 56

4.2.1 AchieVemetg c.ccccoeieoirree

for 113 service and concretizing into 30 criteria Lach criteria is rated from 1 to 5 which 1

is lowes! and 5 arc highcst with two kinds of assessments; expectation (from nol highly cxpected to very highly expected) and for perception (from total disagiced to strongly agreed) If perception equals expectation, this criteria satisfies customers, if perception

is less [han expectation, this criteria dissalisfies cuslomers

After analyzing data by excel application software, the author has come to some key findings as following

- The overall sat

faction of customer for TB vice al BIDV

3.29 pount on a scale of'5 point, However, base on the comparison between expectation and perception for each dimension (disconfirmation), there is no dimension fully satisfies customeds because ail dimensions get negative disconfirmation or perception

lower than mm Customers dissatisfy most -witl the vaiety of BIDV IB

serviceat -1.14 point.for the lack of money transfer, onlitie'deposit fimetion and weak

bill payment fanetion” “Cauidlners are oi the trend to satisfy with BIDV ID service for Cu

attractive promotion progr “the aqpurncy of foes calalidon, collection and the simplicity of registration form

= The rank of most ing Jance dimension chosen by customers is listed in the following order: The 1* 15 Vatlety of services, the 2” is Seoutity, the 3” is Reliability, the 4" is Efficiency, the 5" is Fees and Charges, the 6" is Problem handling, the 7? is

Promotion and extra benefits and the least important fctor is ‘Tangible

Ruse on the thesis findings, the author suggested some below recomendations 10 improve customer satisfaction for IB service in the coming years as:

- Diversify the variety of LB service

- Enhance sccurily for IB customers

- Develop the information technology

- Improve staff quality

Improve customer care service

- Enhance marketing activities

for 113 service and concretizing into 30 criteria Lach criteria is rated from 1 to 5 which 1

is lowes! and 5 arc highcst with two kinds of assessments; expectation (from nol highly cxpected to very highly expected) and for perception (from total disagiced to strongly agreed) If perception equals expectation, this criteria satisfies customers, if perception

is less [han expectation, this criteria dissalisfies cuslomers

After analyzing data by excel application software, the author has come to some key findings as following

- The overall sat

faction of customer for TB vice al BIDV

3.29 pount on a scale of'5 point, However, base on the comparison between expectation and perception for each dimension (disconfirmation), there is no dimension fully satisfies customeds because ail dimensions get negative disconfirmation or perception

lower than mm Customers dissatisfy most -witl the vaiety of BIDV IB

serviceat -1.14 point.for the lack of money transfer, onlitie'deposit fimetion and weak

bill payment fanetion” “Cauidlners are oi the trend to satisfy with BIDV ID service for Cu

attractive promotion progr “the aqpurncy of foes calalidon, collection and the simplicity of registration form

= The rank of most ing Jance dimension chosen by customers is listed in the following order: The 1* 15 Vatlety of services, the 2” is Seoutity, the 3” is Reliability, the 4" is Efficiency, the 5" is Fees and Charges, the 6" is Problem handling, the 7? is

Promotion and extra benefits and the least important fctor is ‘Tangible

Ruse on the thesis findings, the author suggested some below recomendations 10 improve customer satisfaction for IB service in the coming years as:

- Diversify the variety of LB service

- Enhance sccurily for IB customers

- Develop the information technology

- Improve staff quality

Improve customer care service

- Enhance marketing activities

for 113 service and concretizing into 30 criteria Lach criteria is rated from 1 to 5 which 1

is lowes! and 5 arc highcst with two kinds of assessments; expectation (from nol highly cxpected to very highly expected) and for perception (from total disagiced to strongly agreed) If perception equals expectation, this criteria satisfies customers, if perception

is less [han expectation, this criteria dissalisfies cuslomers

After analyzing data by excel application software, the author has come to some key findings as following

- The overall sat

faction of customer for TB vice al BIDV

3.29 pount on a scale of'5 point, However, base on the comparison between expectation and perception for each dimension (disconfirmation), there is no dimension fully satisfies customeds because ail dimensions get negative disconfirmation or perception

lower than mm Customers dissatisfy most -witl the vaiety of BIDV IB

serviceat -1.14 point.for the lack of money transfer, onlitie'deposit fimetion and weak

bill payment fanetion” “Cauidlners are oi the trend to satisfy with BIDV ID service for Cu

attractive promotion progr “the aqpurncy of foes calalidon, collection and the simplicity of registration form

= The rank of most ing Jance dimension chosen by customers is listed in the following order: The 1* 15 Vatlety of services, the 2” is Seoutity, the 3” is Reliability, the 4" is Efficiency, the 5" is Fees and Charges, the 6" is Problem handling, the 7? is

Promotion and extra benefits and the least important fctor is ‘Tangible

Ruse on the thesis findings, the author suggested some below recomendations 10 improve customer satisfaction for IB service in the coming years as:

- Diversify the variety of LB service

- Enhance sccurily for IB customers

- Develop the information technology

- Improve staff quality

Improve customer care service

- Enhance marketing activities

LIST OF TABLES

‘Table 1 Primary data collection

Table 2 Dimensions c-servicc quility

Table 3 Major performance indicators in 2015-2017

Table 1 BIDV retail banking performance 2015-2017

Table 5 Intemet banking performance 2015 - 2017

‘Table 6 Mean score of Tangible dimension

Table 7 Mzan score of Problem handling dimension

Table 8 Mean score of Security dimension

Table 9 Mean score of Reliability dimension

‘Table 10, Mean score of Efficiency dimension

Table 11 Mcan score of Fees and Charges dimension

Table 12 Mean score of Promotion and Extra Benelts dimension

‘Table 13 Mean score of Variety of services dimension ï :

Table 14 Most impo nti of Dimensions

Table 15, Prionity rank of diqpepsions

5.1 Potentials and future perspectives of Internet banking service in Vietnam 59

5.1.1 Business environment and the bank strategy 59 5.1.2 BIDV orientations and objectives for developing IB service .80

$.2.5 Improve customer carg „87

5.2.6 Enihancing-swekel il nrtivilk

5.3 Conclusion of chapti

REFERENCES

APPENDICES

vi

LIST OF FIGURES

Figure 1 Research Process

Figure 2 The Expeclation Diseanfirmation Model

Figure 3, Interface of BIDV Online service

Figure 4 The high level IT application model

Figure 5, Customer satisfaction for Tangible dimension

Figtưe 6 Custemer satisfaction for Problem handling dimension

Figure 7 Customer salisfaction for Security dimension

Figure 8, Customer satisfaction for Reliability dimension

Figure 9, Customer satistaction for Efficiency dimension

Figure 10 Customer satisfaction for Fees and Charges dimension

Figure 11 Customer satisfaction for Protnotion and Extra benefits dimension

Figure 12 Custorper satisfaction for Variety of Servies tÍtiréision Figure 13 Most important percentage of Dimension

Figure 14, Inlcrfhec BỮ Bo Iiemel barking syslem

viii

LIST OF FIGURES

Figure 1 Research Process

Figure 2 The Expeclation Diseanfirmation Model

Figure 3, Interface of BIDV Online service

Figure 4 The high level IT application model

Figure 5, Customer satisfaction for Tangible dimension

Figtưe 6 Custemer satisfaction for Problem handling dimension

Figure 7 Customer salisfaction for Security dimension

Figure 8, Customer satisfaction for Reliability dimension

Figure 9, Customer satistaction for Efficiency dimension

Figure 10 Customer satisfaction for Fees and Charges dimension

Figure 11 Customer satisfaction for Protnotion and Extra benefits dimension

Figure 12 Custorper satisfaction for Variety of Servies tÍtiréision Figure 13 Most important percentage of Dimension

Figure 14, Inlcrfhec BỮ Bo Iiemel barking syslem

viii

LIST OF FIGURES

Figure 1 Research Process

Figure 2 The Expeclation Diseanfirmation Model

Figure 3, Interface of BIDV Online service

Figure 4 The high level IT application model

Figure 5, Customer satisfaction for Tangible dimension

Figtưe 6 Custemer satisfaction for Problem handling dimension

Figure 7 Customer salisfaction for Security dimension

Figure 8, Customer satisfaction for Reliability dimension

Figure 9, Customer satistaction for Efficiency dimension

Figure 10 Customer satisfaction for Fees and Charges dimension

Figure 11 Customer satisfaction for Protnotion and Extra benefits dimension

Figure 12 Custorper satisfaction for Variety of Servies tÍtiréision Figure 13 Most important percentage of Dimension

Figure 14, Inlcrfhec BỮ Bo Iiemel barking syslem

viii

ACKNOWLEDGEMENT

1 would like to express my sincere thank Asoc Prof, Dr Nguyen Van Dinh and Assistant Prof, Cho, James: ny supervisors, and corporate officers of Business at Joint Stock Commercial Bank for Investment and Development of Vietmaun devoted to guide and help me complete this thesis

Thank yout Author Nguyen Phuong Thao

for 113 service and concretizing into 30 criteria Lach criteria is rated from 1 to 5 which 1

is lowes! and 5 arc highcst with two kinds of assessments; expectation (from nol highly cxpected to very highly expected) and for perception (from total disagiced to strongly agreed) If perception equals expectation, this criteria satisfies customers, if perception

is less [han expectation, this criteria dissalisfies cuslomers

After analyzing data by excel application software, the author has come to some key findings as following

- The overall sat

faction of customer for TB vice al BIDV

3.29 pount on a scale of'5 point, However, base on the comparison between expectation and perception for each dimension (disconfirmation), there is no dimension fully satisfies customeds because ail dimensions get negative disconfirmation or perception

lower than mm Customers dissatisfy most -witl the vaiety of BIDV IB

serviceat -1.14 point.for the lack of money transfer, onlitie'deposit fimetion and weak

bill payment fanetion” “Cauidlners are oi the trend to satisfy with BIDV ID service for Cu

attractive promotion progr “the aqpurncy of foes calalidon, collection and the simplicity of registration form

= The rank of most ing Jance dimension chosen by customers is listed in the following order: The 1* 15 Vatlety of services, the 2” is Seoutity, the 3” is Reliability, the 4" is Efficiency, the 5" is Fees and Charges, the 6" is Problem handling, the 7? is

Promotion and extra benefits and the least important fctor is ‘Tangible

Ruse on the thesis findings, the author suggested some below recomendations 10 improve customer satisfaction for IB service in the coming years as:

- Diversify the variety of LB service

- Enhance sccurily for IB customers

- Develop the information technology

- Improve staff quality

Improve customer care service

- Enhance marketing activities

for 113 service and concretizing into 30 criteria Lach criteria is rated from 1 to 5 which 1

is lowes! and 5 arc highcst with two kinds of assessments; expectation (from nol highly cxpected to very highly expected) and for perception (from total disagiced to strongly agreed) If perception equals expectation, this criteria satisfies customers, if perception

is less [han expectation, this criteria dissalisfies cuslomers

After analyzing data by excel application software, the author has come to some key findings as following

- The overall sat

faction of customer for TB vice al BIDV

3.29 pount on a scale of'5 point, However, base on the comparison between expectation and perception for each dimension (disconfirmation), there is no dimension fully satisfies customeds because ail dimensions get negative disconfirmation or perception

lower than mm Customers dissatisfy most -witl the vaiety of BIDV IB

serviceat -1.14 point.for the lack of money transfer, onlitie'deposit fimetion and weak

bill payment fanetion” “Cauidlners are oi the trend to satisfy with BIDV ID service for Cu

attractive promotion progr “the aqpurncy of foes calalidon, collection and the simplicity of registration form

= The rank of most ing Jance dimension chosen by customers is listed in the following order: The 1* 15 Vatlety of services, the 2” is Seoutity, the 3” is Reliability, the 4" is Efficiency, the 5" is Fees and Charges, the 6" is Problem handling, the 7? is

Promotion and extra benefits and the least important fctor is ‘Tangible

Ruse on the thesis findings, the author suggested some below recomendations 10 improve customer satisfaction for IB service in the coming years as:

- Diversify the variety of LB service

- Enhance sccurily for IB customers

- Develop the information technology

- Improve staff quality

Improve customer care service

- Enhance marketing activities

35 Internet banking service af the bank for investment and development of

Victnam in the period 2015-2017

3.5.1 Types of Internet hanking service ar BIDY

\ 3.5.2 Developing Internet banking sevice at BIDY

4.1 Evaluation on custonlaatifacton for BIDV IB service

4.1.1 Customer satistaction for Tafgabie | :

| vat

4.1.3 Customer satisfaction for Security

4.14 Customer satisfaction for Reliability

4.1.5 Customer satisfaction for Eflieieney

4.1.6 Customer satisfaction for Fees and Charges

4.1.7 Customer satisfaction for Promotion and Extra Benefts

4.1.8 Customer satisfaction for Variety of strvices

4.1.9 Overall satisfaction for BINV Internet banking service

4.1.10 Priority issues to improve customer satisfaction for IB service

4.2 Achievements and drawbacks vf Enternel banking service ai the bank for

investment and development of Vietnam in satisfying customers 56

4.2.1 AchieVemetg c.ccccoeieoirree

ACKNOWLEDGEMENT

1 would like to express my sincere thank Asoc Prof, Dr Nguyen Van Dinh and Assistant Prof, Cho, James: ny supervisors, and corporate officers of Business at Joint Stock Commercial Bank for Investment and Development of Vietmaun devoted to guide and help me complete this thesis

Thank yout Author Nguyen Phuong Thao

LIST OF TABLES

‘Table 1 Primary data collection

Table 2 Dimensions c-servicc quility

Table 3 Major performance indicators in 2015-2017

Table 1 BIDV retail banking performance 2015-2017

Table 5 Intemet banking performance 2015 - 2017

‘Table 6 Mean score of Tangible dimension

Table 7 Mzan score of Problem handling dimension

Table 8 Mean score of Security dimension

Table 9 Mean score of Reliability dimension

‘Table 10, Mean score of Efficiency dimension

Table 11 Mcan score of Fees and Charges dimension

Table 12 Mean score of Promotion and Extra Benelts dimension

‘Table 13 Mean score of Variety of services dimension ï :

Table 14 Most impo nti of Dimensions

Table 15, Prionity rank of diqpepsions

3 THEORETICAL BACKGROUND AND OVERVIEW OF INTERNET BANKING

SERVICE AT TIE BANK FOR INVESTMENT AND DEVELOPMENT OF VIRETNAM6

3.1.2 Internet banking cFcommercialbarl

3.1.3 Type of Interne! banking service

ACKNOWLEDGEMENT

1 would like to express my sincere thank Asoc Prof, Dr Nguyen Van Dinh and Assistant Prof, Cho, James: ny supervisors, and corporate officers of Business at Joint Stock Commercial Bank for Investment and Development of Vietmaun devoted to guide and help me complete this thesis

Thank yout Author Nguyen Phuong Thao

ACKNOWLEDGEMENT

1 would like to express my sincere thank Asoc Prof, Dr Nguyen Van Dinh and Assistant Prof, Cho, James: ny supervisors, and corporate officers of Business at Joint Stock Commercial Bank for Investment and Development of Vietmaun devoted to guide and help me complete this thesis

Thank yout Author Nguyen Phuong Thao

35 Internet banking service af the bank for investment and development of

Victnam in the period 2015-2017

3.5.1 Types of Internet hanking service ar BIDY

\ 3.5.2 Developing Internet banking sevice at BIDY

4.1 Evaluation on custonlaatifacton for BIDV IB service

4.1.1 Customer satistaction for Tafgabie | :

| vat

4.1.3 Customer satisfaction for Security

4.14 Customer satisfaction for Reliability

4.1.5 Customer satisfaction for Eflieieney

4.1.6 Customer satisfaction for Fees and Charges

4.1.7 Customer satisfaction for Promotion and Extra Benefts

4.1.8 Customer satisfaction for Variety of strvices

4.1.9 Overall satisfaction for BINV Internet banking service

4.1.10 Priority issues to improve customer satisfaction for IB service

4.2 Achievements and drawbacks vf Enternel banking service ai the bank for

investment and development of Vietnam in satisfying customers 56

4.2.1 AchieVemetg c.ccccoeieoirree

LIST OF FIGURES

Figure 1 Research Process

Figure 2 The Expeclation Diseanfirmation Model

Figure 3, Interface of BIDV Online service

Figure 4 The high level IT application model

Figure 5, Customer satisfaction for Tangible dimension

Figtưe 6 Custemer satisfaction for Problem handling dimension

Figure 7 Customer salisfaction for Security dimension

Figure 8, Customer satisfaction for Reliability dimension

Figure 9, Customer satistaction for Efficiency dimension

Figure 10 Customer satisfaction for Fees and Charges dimension

Figure 11 Customer satisfaction for Protnotion and Extra benefits dimension

Figure 12 Custorper satisfaction for Variety of Servies tÍtiréision Figure 13 Most important percentage of Dimension

Figure 14, Inlcrfhec BỮ Bo Iiemel barking syslem

viii

ACKNOWLEDGEMENT

1 would like to express my sincere thank Asoc Prof, Dr Nguyen Van Dinh and Assistant Prof, Cho, James: ny supervisors, and corporate officers of Business at Joint Stock Commercial Bank for Investment and Development of Vietmaun devoted to guide and help me complete this thesis

Thank yout Author Nguyen Phuong Thao