Measuring the customer satisfaction on internet banking using at Vietnam joint stock commercial bank for industry and trade in Ho Chi Minh city

Abstract

This research empirically examines Customer Satisfaction (CS) with internet banking (IB) service quality in VIETNAM JOINT STOCK COMMERCIAL BANK FOR INDUSTRY AND TRADE (Vietinbank). It applies deductive approach. The study was a sectional survey that employed the questionnaires which are developed from IBCS instrument (R.-F. Chen et al. 2013) to collect primary data from a sample of 300 respondents of individual customer. This research affirms that all items in prior study in Taiwanese Internet Banking are still valid in the context of Vietinbank. It also re-confirms that safety issues need to be addressed by banks to improve user satisfaction of Internet banking. Keywords: Customer satisfaction; Internet banking; Safety, Vietinbank