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ABSTRACT
Title: Factors affecting the quality of e-banking services at Joint Stock Commercial
Bank for Foreign Trade of Vietnam.
Dissertation Summary: After completing the thesis, the author summarizes the
main contents of the thesis as follows:
This thesis has conducted a synthesis of theories related to e-banking and models of
service quality. At the same time, the author has conducted a review of local and
foreign empirical studies to identify research gaps and propose research models and
hypotheses associated with the context of e-banking at commercial banks. Vietnam
Foreign Trade Joint Stock Company.
After conducting qualitative research with experts, the author agreed on a survey of
the conceptual scale for the factors in the research model, then the author conducted
a survey of 400 customers, but the number of tables. The returned and valid questions
were 387 samples. Since then, the author conducts an analysis of this survey data
through the statistical software SPSS 22.0. The research results show that the scales
all reach Cronbach's Alpha reliability, have convergence and represent one factor
through EFA test. Next, the author analyzes the correlation of the independent and
dependent variables, both of which are correlated and have statistical significance.
At the same time, the regression model results show that 7 groups of variables are
easy to use; customer service; ensure safety; ability to meet; cost effective; modern
technology; Website design has a positive effect on service quality of Joint Stock
Commercial Bank for Foreign Trade of Vietnam., this is consistent with the reality
at the bank in the past time. Finally, a result of the study. In this study, the author has
proposed some managerial implications to help banks improve the quality of this
service in the future.
Keywords: E-banking, service quality, technology, website.
