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Factors affecting the quality of E-Banking service provided by Asia Commercial Joint Stock Bank - Dong Nai Branch

ABSTRACT:

This study identifies the factors affecting the quality of e-banking services provided by Asia Commercial Joint Stock Bank (ACB) - Dong Nai Branch. This study surveyed 320 ACB Dong Nai Branch’s customers who use the banks e-banking services. The studys results show that about 60.5% of total quality variation of ACB Dong Nai Branch’s e-banking service is explained by six factors. These factors, which are listed in the descending order of influencing magnitude, are Empathy, Responsiveness, Incentives, Guarantee, Display, and Service efficiency. Based on the studys results, some solutions are proposed to help ACB Dong Nai Branch improve the quality of its e-banking services in the coming time.

KEYWORDS: the quality of service quality, e-banking, ACB Dong Nai Branch

Bui Van Thuy, Nguyen Hao Quynh Nhu, Truong Anh Minh (2021)

Viet Nam trade and industry review. ISSN: 0866-7756, No. 08 (6/2021), pp. 320-325.

Research

CONTENTS

Factors affecting the quality of E-Banking service provided by Asia Commercial Joint Stock Bank - Dong Nai Branch