UNIVERSITY OF ECONOMICS AND BUSINESS - VNU FACULTY OF FINANCE AND BANKING GRADUATION THESIS EVALUATING THE QUALITY OF ELECTRONIC BANKING SERVICES IN BANK FOR INVESTMENT Supervisor : Dr. Le Hong Hanh Student’s Full Name : Nguyen Anh Thu Student ID : 17050762 Class : QH2017E — TCNH — CLC Hanoi, February 2021 UNIVERSITY OF ECONOMICS AND BUSINESS - VNU FACULTY OF FINANCE AND BANKING Cn GRADUATION THESIS EVALUATING THE QUALITY OF ELECTRONIC BANKING SERVICES IN BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM (BIDV) Supervisor : Dr. Le Hong Hanh Student’s Full Name : Nguyen Anh Thu Student ID : 17050762 Class : QH2017E — TCNH — CLC Confirmation of supervisor Confirmation of student Hanoi, February 2021 DECLARATION This essay is my own work and does not contain any content that is the product of cooperation, except as expressly acknowledged. The contents, figures, analyzes, comments have been clearly quoted to the best of my knowledge.
Student Nguyen Anh Thu ACKNOWLEDGEMENT First of all, I would like to send my sincere thanks to all the teachers of the University of Economics and Business — Vietnam National University, the teachers of the Finance & Banking faculty for teaching and imparting valuable knowledge. valuable during the time studying at school. I sincerely thank Dr. Le Hong Hanh has guided and edited me the standards of content, form, knowledge and research methods to complete this thesis.
With limited knowledge and limited research time, the shortcomings are unavoidable. I hope to receive comments and comments from teachers. It will be a valuable asset to help me improve myself and accumulate more knowledge in the future. Thank you! List of Table No.
Table Name Page 1 Table 4. Assets of BIDV in period 2015 — 2020 38 2 Table 4. Liabilities and Equity of BIDV in period 2015 — 2020 39 3 Table 4. Total Variance explained of 21 independent variables 53 4 Table 4.
Total Variance explained and Component Matrix of 3 54 dependent variables 5 Table 4. Correlation Test with Pearson coefficient 55 6 Table 4. Model Summary 56 7 Table 4. Coefficient 57 List of Chart No.
Chart Name Page 1 Chart 4. Proportion of Age of Survey Participants 44 2 Chart 4. Proportion of Gender of Survey Participants 44 3 Chart 4. Proportion of Education level of Survey Participants 45 4 Chart 4.
Proportion of Average income per month 46 5 _ Chart 4. Proportion of the survey participant’s priority when choosing 46 BIDV E-Banking 6 Chart 4. Proportion of E-Banking services used by customers 47 7 Chart 4. Proportion of the time that customers use E-Banking 48 Services List of Figure No.
Figure Name Page 1 Figure 2. Technical and functional quality model of Gronross (1984) 22 2 Figure 2. Service quality gap model 25 3 Figure 2. Relationship between the quality of services and customer 27 satisfaction 4 Figure 2.
Relationship between services quality and customer 28 satisfaction 5 _ Figure 3. Research Process 29 6 Figure 4. Organizational of BIDV 37 7 — Figure 4. Cronbach’s Alpha of Reliability Component 48 8 Figure 4.
Cronbach’s Alpha of Responsiveness Component 49 9 Figure 4. Cronbach’s Alpha of Empathy Component 49 10 Figure 4. Cronbach’s Alpha of Tangible Component 50 11 Figure 4. Cronbach’s Alpha of Assurance Component 51 12 Figure 4.
Cronbach’s Alpha of Satisfaction Component 51 13 Figure 4. KMO and Bartlett’s Test of 21 independent variables 52 14 Figure 4. KMO and Bartlett’s Test of 3 dependent variables 54 15 Figure 4. Scatterplot 61 CONTENTS List Of b1.
The urgency of the fOIC.-- Ă SH HH HH Họ HH và 7 3. Object and scope of the SEUY.-- --- 5 2< 1913119311911 111111 1H nh 8 “Noo oan ae c. Expected new contributions of the topic. - - - 5 + 2+ +1 kE 9 + Sn s nrrey 9 6.
9 CHAPTER 1: LITERATURE REVIEW OF ELECTRONIC BANKING SERVICES. Research in Viefnam. Research In OV€TS€AS.- Gv HH 12 CHAPTER 2: THEORETICAL BASIS FOR EVALUATING ELECTRONIC BANKING SERVICES IN COMMERCIAL BANK. Overview of electronic banking Services.
2Q TH HH HT TT th 14 2. Features of electronic banking S€TVIC€S. Roles of electronic banking. -- -- - - - s + E1 E1 911991119 kg nh nh 15 2.
Products of electronic banking S€TVIC€S. cece Ác 1k1 TH TH TH HH 19 2. Electronic banking services via ATM/ POS. The quality of electronic banking S€TVIC€S.
Criteria for evaluating the quality of electronic banking serVvIces. Technical and functional quality model of Gronroos (1984). Service quality gap model of Parasuraman et al. Evaluation model based on performance of Cronin and Taylor (1992).
Customer satisfaction on Service QUALITY. Concept of Satisfaction. Relationship between the quality of services and customer satisfaction. 27 CHAPTER 3: RESEARCH METHODOLOGY.
óc c1 111v TH TH TH TH HH 29 3. Details of Research MethodOÏOg V. Data €OÏÏ€C{IOTI.- Ác 1111191 1T TH TH TH HH HT HH 29 3. Scale COTS{TUCIOHN.- SG 1199919 0v nh nh nh nu cờ 30 3.
Details of research methodology. --- - ¿+ +22 1E +1 kE**kEseksskeskrssere 31 CHAPTER 4: CURRENT STATUS OF ELECTRONIC BANKING SERVICES AT JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM (BIDV) ou. Overview of Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV)). General OV€TVICW.- ác LH TH ng TT TH HH HH Hệ 34 4.
The process of formation and developImen(. Vision and Im1SSIOIH.1 vn ng ng 36 “1U 0ì vì i9 00 n6. Business performance of BIDV in period 2015 - 2020. Evaluating the quality of electronic banking services in Vietnam Joint Stock Commercial Bank for Investment and Development (BIDV).
Overview of electronic banking services in Vietnam Joint Stock Commercial Bank for Investment and Development (BIDV).- 6 «1x1 vn TH TH TH Tu HH TH tà 43 4. Descriptive statistics of research samples. Reliability test through Cronbach’s Alpha coefficient. Exploratory Factor Analysis.
Multivariate regression ar'aÏYS1S. Verifying the violation of the assumptions of the regression method. Recommendations to improve the quality of electronic banking services in Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV). Opportunities and challenges.
Solutions to improve the quality of electronic banking services in Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV). The urgency of the topic In recent years, information technology has been progressively developed, becoming the driving force behind the change in awareness of production and business methods of all social-economic activities. Under the pressure to modernize and technologize the economy, developing e-banking services is one of the expansion strategies that are not only being prioritized by banks around the world but also in Vietnam. Therefore, investment in e-banking development is an inevitable result of the development of information technology because people are living in the 4.0 era, most of them are using technology devices such as smart phones and devices.
Electronic banking brings many benefits to the economy and banks, as well as for customers during the era of international integration today. Transactions for instance money transfer, bill payment, online purchase. can be completed very easily and quickly when customers use online applications of e-banking. Grasping the rapid development as well as the benefits that e- banking brings, Vietnamese banks have been competing fiercely in the race to apply information technology in developing services and products of the bank.
As one of the leading banks in Vietnam, Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) is also striving, concentrating all resources to develop e-banking services, speed up the digital transformation process. In the trend of technology revolution 4.0, BIDV regularly researches, develops and expands e-banking products and services to meet the increasingly diverse needs of customers, improve competitiveness and boosting the business efficiency of the bank. In 2019, BIDV won the “Outstanding Electronic Banking” Award for the third time by the Vietnam Banking Association and IDG International Data Organization. This prestigious award is the recognition for BIDV's efforts to improve, improve and develop strongly in the e-banking segment.
However, BIDV still faces limitations, difficulties and challenges in the process of "digitizing" the bank. Although e-banking services bring many benefits, it requires the highest safety and security in payment, leading to a significant risk in this service activity. Therefore, the search for factors affecting the quality of e-banking services of BIDV to offer solutions to improve the problem, helps the bank assert its success and position in the e-banking sector in particular as well as in the market in general. Since improving the quality of e-banking services has great importance and theoretical and practical meanings for BIDV, the research on quality Electronic banking service here is very necessary and urgent than ever.
That is why I chose "Evaluating the quality of e- banking services at the Joint Stock Commercial Bank for Investment and Development of Vietnam" as my thesis research topic. Research purposes The thesis is examined to achieve the following objectives: Synthesize the basic complications of e-banking services and the quality of e- banking services Evaluate the quality of e-banking services from the customer's point of view, in order to identify the main factors affecting e-banking service quality at BIDV. Proposing some solutions and recommendations to improve the quality of e-banking services at BIDV in the coming time. To achieve the above objectives, the research is based on the following questions: What is Electronic Banking Service? Features of e-banking service? The concept of service quality in Electronic Banking? How has the status of e-banking service quality at BIDV been over the years? What are some other limitations? What are the factors that currently affecting the quality of e-banking service at BIDV? What solutions are needed to improve the quality of e-banking services at BIDV in the coming time? 3.
Object and scope of the study Study subject: The study thesis focuses on research on e-banking service quality at BIDV. Research scope: Scope of space: The study thesis is conducted at BIDV Vietnam Joint Stock Commercial Bank Scope of time: The study thesis is researched in the period from 2015 to 2020. The survey time was from 10/2/2021 to 10/4/2021 4. Research methodology During the research process, the thesis uses specific methods as follows: Statistical method: data is collected from annual reports of BIDV, financial statement, yearly business report, magazines specialized in economics, finance and banking and many articles, other scientific research papers.
Survey methods: Based on the reference to the service quality measurement model and the satisfaction level of Cronin and Taylor (1992), SERVPEREF service quality is measured according to these 5 factors: reliability, responsiveness, assurance, empathy and tangibles. The author conducted a survey of 180 customers using e-banking services of BIDV (including Vietnamese and international customers). After that, uses the computer software for statistical analysis (SPSS) to process survey results and analyze the factors, the degree of impact of each one on banking service quality and electronic system of BIDV. Make statements based on the analysis results, from which proposing ideas and recommendations regarding the improvement of the quality in e-banking service for BIDV.
Expected new contributions of the topic First of all, theoretically: e Research systematized and synthesized basic theories about e-banking services and quality of e-banking services at commercial banks e The research has contributed to improving the SERVPERE scale in measuring and evaluating the quality of e-banking services, clarifying the role of e-banking services in Commercial Banks. Second, in practical terms: e The research topic is the scientific basis that helps BIDV to evaluate the achievements and limitations that make e-banking services at BIDV not develop strongly compared to other banks. This is a service that not only provides a source of fees but also helps the bank reduce the number of transactions at the counter, while enhancing the bank's reputation and brand name with customers. Therefore, to increase profits, it is very necessary to continue promoting the quality of e- banking services.