Determinants Of E-Banking Service: A Case Of Ho Chi Minh City And Dong Nai Province

Abstract

Service quality, customer satisfaction, and loyalty are essential issues in the marketing strategy of any bank. Especially in the field of electronic banking. The researchers surveyed 600 customers who used the E-banking services. Customers answered 23 items, and 585 samples processed. The Data got from July 2019 to January 2020 at E-banking services in Ho Chi Minh City (HCMC) and Dong Nai province, Results showed that key factors affecting E-banking service quality, customer satisfaction, and loyalty with significance level 0.01. The findings of this study are a very important scientific document to help bank managers improve banking service quality and develop E-banking service quality in the future.