improving internet banking service quality at vietcombank ba dinh

ACKNOWLEDGEMENTS
First and foremost, I would like to express my gratitude to my supervisor
PhD Phan Thuc Anh, who directed me through the path I should take as regards to
this dissertation and had valuable on my research study.
Secondly, I would like to thank all of the MBA professors from Business
School, National Economic University. Thanks to Program Directors, Coordinators
of the program as well as class teachers who did try their best to provide me
valuable and precious knowledge.
Thirdly, the author also do appreciate the kindness from all my friends and all
classmates at EMBA 9A who gave me the help and shares to encourage me
throughout the dissertation.
My sincere thanks are also addressed to Head of Management at VCBBD for
their assistance in this research. I am very thankful to the cooperation of my friends
and colleagues who let me interview and gave me very useful information.
Last but not least, the author would like to express my appreciation to my
dear parents, my brothers and my sister in law who gave me enthusiastic support
and shared housework with me during my study of MBA course at BS – NEU.
Author
Nguyen Huu The
i
i
TABLE OF CONTENTS
ACKNOWLEDGEMENTS i
TABLE OF CONTENTS ii
ACKNOWLEDGEMENTS xvi
ABBREVIATIONS xvii
LIST OF TABLES xvii
LIST OF FINGURES xvii
EXECUTIVE SUMMARY xvii
CHAPTER 1: INTRODUCTION xvii
1.1. RATIONALE xvii

1.2. RESEARCH OBJECTIVES xvii
1.3. RESEARCH QUESTIONS xvii
1.4. RESEARCH METHODOLOGY xvii
1.4.1.Research process xvii
1.4.2. Data collection xvii
1.4.3. Data Analysis xvii
1.5. RESEARCH SCOPE xvii
1.6. THESIS STRUCTURE xvii
CHAPTER 2: THEORETICAL BACKGROUND ON QUALITY OF
INTERNET BANKING SERVICE AT COMMERCIAL BANK xvii
2.1. COMMERCIAL BANKS AND BANKING SERVICES xvii
2.1.1. Commercial banks xvii
2.1.2. Banking services xvii
2.2. INTERNET BANKING IN COMMERCIAL BANK xviii
2.3. INTERNET BANKING SERVICE QUALITY IN COMMERCIAL BANK
xviii
2.2.1. Nature of internet banking service xviii
2.2.2. Internet Banking service in commercial bank xviii
ii
ii
2.2.3. Model applied for Internet Banking service quality xviii
2.2.4. Dimensions to measure internet banking service quality xviii
2.4. FACTORS AFFECTING INTERNET BANKING SERVICE QUALITY
xviii
CHAPTER 3: OVERVIEW OF VIETCOMBANK BA DINH’S INTERNET
BANKING SERVICE xviii
3.1. OVERVIEW ON VIETCOMBANK BA DINH xviii
3.1.1. VIETCOMBANK BA DINH'S introduction xviii
3.1.2. VIETCOMBANK BA DINH’S business performance 2009 – 2012 xviii
3.2. VIETCOMBANK BA DINH’S INTERNET BANKING SERVICE IN

THE PERIOD 2009 – 2012 xviii
3.2.1. Types of internet banking service at VIETCOMBANK BA DINH xix
3.2.2. Performance of internet banking service at VIETCOMBANK BA DINH
xix
CHAPTER 4: FINDINGS ON VIETCOMBANK BA DINH’S INTERNET
BANKING SERVICE QUALITY xix
4.1. EVALUATION ON VIETCOMBANK BA DINH’S INTERNET
BANKING SERVICE QUALITY xix
4.1.1. Safety dimension under customer’s view xix
4.1.2. Responding time dimension under customer’s view xix
4.1.3. Staff dimension under customer’s view xix
4.1.4. Issues relating to finance dimension under customer’s view xix
4.1.5. Tangible dimension under customer’s view xix
4.1.6.Variety of service under customer’s view xix
4.2. GAPS OF VIETCOMBANK BA DINH’S INTERNET BANKING
SERVICE QUALITY xix
4.2.1. Summarize of findings on the gaps between customer’s expectation and
perception xix
iii
iii
4.2.2. Causes of gaps on internet banking service quality at Vietcombank Ba
Dinh xix
CHAPTER 5: RECOMMENDATIONS TO IMPROVE THE QUALITY OF
VIETCOMBANK BA DINH’S INTERNET BANKING SERVICE xx
5.1. VIETCOMBANK BA DINH ’S ORIENTATION ON INTERNET
BANKING SERVICE DEVELOPMENT UP TO 2020 xx
5.2. RECOMMENDATIONS TO IMPROVE THE QUALITY OF
VIETCOMBANK BA DINH’S INTERNET BANKING SERVICE xx
5.2.1. Improving staff quality xx
5.2.2. Improving management competence and completing internet banking

business performance organizational model xx
5.2.3. Developing infrastructure and investing modern technology xx
5.2.4. Diversifying variety of internet banking service xx
5.2.5. Enhancing customer care service xx
5.2.6. Improving competitiveness by service fees and charges xx
5.3. CONDITIONS TO APPLY THESE RECOMMENDATIONS xx
5.3.1. Supports from the State of Vietnam xxi
5.3.2. Suggestions to the State Bank of Vietnam xxi
CONCLUSION xxi
LIST OF REFERENCES xxi
APPENDICES xxi
ACKNOWLEDGEMENTS xxi
First and foremost, I would like to express my gratitude to my supervisor PhD
Phan Thuc Anh, who directed me through the path I should take as regards to
this dissertation and had valuable on my research study xxi
Secondly, I would like to thank all of the MBA professors from Business
School, National Economic University. Thanks to Program Directors,
Coordinators of the program as well as class teachers who did try their best to
provide us me valuable and precious knowledge xxi
iv
iv
Thirdly, the author also do appreciate the kindness from all my friends and all
classmates at EMBA 9A who gave me the help and shares to encourage me
throughout the dissertation xxi
My sincere thanks are also addressed to Head of Management at VCBBD for
their assistance in this research. I am very thankful to the cooperation of my
friends and colleagues who let me interview and gave me very useful
information xxi
Last but not least, the author would like to express my appreciation to my dear
parents, my brothers and my sister in law who gave me enthusiastic support

and shared housework with me during my study of MBA course at BS – NEU.
xxi
Author xxii
Nguyen Huu The xxii
ABBREVIATIONS xxii
LIST OF TABLES xxiv
LIST OF FINGURES xxvi
EXECUTIVE SUMMARY xxviii
- Enhancing customer care service 1
CHAPTER 1: INTRODUCTION 2
1.1. RationaleRATIONALE 2
1.2. Research objectivesRESEARCH OBJECTIVES 3
1.3. Research questions 3
1.4. Research methodology 4
1.4.1.Research process 4
1.4.2. Data collection 5
1.4.3. Data Analysis 7
1.5. Research scopeESEARCH SCOPE 8
1.6. Thesis structureTHESIS STRUCTURE 8
v
v
CHAPTER 2 : THEORETICAL BACKGROUND ON QUALITY OF
INTERNET BANKING SERVICE AT COMMERCIAL BANK 10
2.1. Commercial banks and banking services2.1. COMMERCIAL BANKS
AND BANKING SERVICES 10
2.1.1. Commercial banks 10
2.1.2. Banking services 11
2.2. Internet Banking service in Commercial bank 16
NTERNET BANKING SERVICE IN COMMERCIAL BANK 16
2.2.1. Definition of internet banking service 16

2.2.2. Type of internet banking service 16
2.2.3. Benefits of internet banking service in commercial bank 18
2.3. Internet banking service quality in commercial bankNTERNET
BANKING SERVICE QUALITY IN COMMERCIAL BANK 20
2.3.1. Service quality 20
2.3.2. Model applied for Internet Banking service quality 21
CHAPTER 3 : OVERVIEW OF VIETCOMBANK BA DINH’S INTERNET
BANKING SERVICE 30
3.1. Overview on vietcombank Ba DinhOVERVIEW ON VIETCOMBANK
BA DINH 30
3.1.1. VCBBD introduction 30
3.1.2. Vietcombank Ba Dinh Branch’s business performance 2009 – 2012 33
3.2. Vcbbd’s internet banking service in the period 2009 – 2012VCBBD’S
INTERNET BANKING SERVICE IN THE PERIOD 2009 – 2012 37
3.2.1. Types of internet banking service at VCBBD 38
3.2.2. Developing internet banking service at VCBBD 41
CHAPTER 4 : FINDINGS ON VIETCOMBANK BA DINH’S INTERNET
BANKING SERVICE QUALITY 45
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vi
4.1. Evaluation on vietcombank Ba Dinh’s internet banking service
qualityEVALUATION ON VIETCOMBANK BA DINH’S INTERNET
BANKING SERVICE QUALITY 45
4.1.1. Tangibles dimension under customer’s view 47
4.1.2. Responsiveness dimension under customer’s view 50
4.1.3. Reliability dimension under customer’s view 52
4.12.34. Staff Assurance dimension under customer’s view 60
4.1.5. Empathy dimension under customer’s view 63
4.12.64. Issues relating to financeFinancial aspect dimension under customer’s
view 65

4.1.7Source: Author’s Survey 69
In term of “Web design is friendly, easy to use and multi language for customer”,
8.5% customers evaluate 2 mark, 3 mark with 15% and 4 mark for 26%
customers, wonderful having 50.5% customers think high level(5 mark), mean
average is 4.04 mark, meanwhile customer’s expectation is 4.93mark, the gap is
0.89. The web of Direct Banking has designed to be friendly to user with the
choice of language including Vietnamese and English. Therefore, it’s so
convenient for all kind of customers 69
The second “VCBBD is up to date technology and latest equipment” 15%
customers evaluated 2 mark, 30% customers think 3 mark , following 43.5%
customers for 4 mark, but only 12.5% give 5 mark. Thus we see that the distance
is further large on feel and expect, it proves that the VCBBD technology still not
to meet customer, thus to better compete, VCBBD will also need to up to date
modern technology to limit errors happen 69
With “VCBBD with multiple channel customer contact center (customer service,
online)” The customer’s perception with percentage as follows, 4.5% for 2 mark,
13.5 % for 3 mark and 4 mark with 20.5 % customers, high level(5 mark) having
61.5 % customers But customer’s expectation is 4.44 mark. The gap is 0.05.
vii
vii
VCBBD is the customer service center for 24/24 hours and 7 days / a week to
answers all questions and complaints or advice 69
With “Registration form is simple, easy to understand” , attribute, have 22.5%
customers evaluated 2 mark, 28 % customers evaluated 3 mark, and 32.5%
customers think 4 mark, only 17% customers give 5 mark. This is the reason why
the gap between customer expectation and perception is 1.56. The registration
form of Internet banking service is so complicated which requires customer fill
many information like: Name, Date of Birth, Number of ID Card, Address,
Telephone number, etc. VCBBD need to simplify the procedure of sign up
internet banking service and can upload the registration form to the bank’s

official website: www.vietcombank.com.vn 70
70
Figure 4.5: Gap (P-E) of Tangible dimension 71
Source: Author’s survey 71
4.2.6.Variety of service under customer’s view 71
4.23. EVALUATING ON FINDING Gaps of vcbbd’s internet banking service
qualityAPS OF VCBBD’S INTERNET BANKING SERVICE QUALITY 75
6 Demensions 76
Perception 76
Expectation 76
Gap (P-E) 76
SAFETY DIMENSION 76
4.57 76
4.82 76
- 0.25 76
RESPONDING TIME DIMENSION 76
3.84 76
5.0 76
- 1.16 76
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viii
STAFF DIMENSION 76
3.63 76
4.99 76
- 1.36 76
ISSUES RELAITNG TO FINANCE DIMENSION 76
4.58 76
4.99 76
- 0.41 76
TANGIBLE DIMENSION 76

3.85 76
4.74 76
- 0.89 76
VARIRTY OF SERVICES DIMENSION 76
4.24 76
4.9 76
- 0.66 76
4.23.1. Summarizery of finding the gap between customer’s expectation and
perception 76
4.32.32. Causes of gaps on internet banking service quality at VCBBD 82
CHAPTER 5 : RECOMMENDATIONS TO IMPROVE THE QUALITY OF
VCBBD’S INTERNET BANKING SERVICE 85
5.1. Vcbbd’s orientation on internet banking service development up to
2020VCBBD’S ORIENTATION ON INTERNET BANKING SERVICE
DEVELOPMENT UP TO 2020 85
5.2. Recommendations to improve the quality of vcbbd’s internet banking
serviceRECOMMENDATIONS TO IMPROVE THE QUALITY OF
VCBBD’S INTERNET BANKING SERVICE 87
5.2.1. Improving staff quality 87
5.2.2. Improving transaction channels between the bank and customers 88
ix
ix
5.2.3. Developing infrastructure and investing in modern technology 88
5.2.4. Diversifying variety of internet banking service 90
5.2.5. Enhancing customer care service 90
5.3. Conditions to apply the recommendationsONDITIONS TO APPLY
THESE RECOMMENDATIONS 91
5.3.1. Supports from the State bank of Vietnam 91
5.3.2. Suggestions to the State Bank of VietnamSupports from the Headquarter93
CONCLUSION 96

LIST OF REFERENCES 97
APPENDICES 99
APPENDIX A: QUESTIONS FOR THE IN DEPTH INTERVIEW 99
APPENDIX B: QUESTIONNAIRE 100
RESEARCH QUESTIONS 3
What are dimensions for measuring quality of internet banking service at
VCBBD? 3
1.4.1.Research process 4
RESEARCH METHODOLOGY 4
1.4.1.Research process 4
1.4.2. Data collection 5
1.4.3. Data Analysis 7
2.1.1. Commercial banks 10
2.1.1.1 Definition of Commercial banks 10
2.1.1.2 The role of Commercial banks in the economy 10
2.1.2. Banking services 11
2.1.2.1 Definition of banking services 11
2.1.2.2. Characteristics of banking services 12
x
x
2.1.2.3 Type of banking services 13
2.2.1. Definition of internet banking service 16
2.2.2. Type of internet banking service 16
2.2.3. Benefits of internet banking service in commercial bank 18
2.3.1. Service quality 20
2.3.2. Model applied for Internet Banking service quality 21
2.3.3. Dimensions to measure internet banking service quality 26
3.1.1. VCBBD introduction 30
3.1.2. Vietcombank Ba Dinh Branch’s business performance 2009 – 2012 33
3.2.1. Types of internet banking service at VCBBD 38

1. Inquiry 38
2. Transfer 38
3. Card management 39
4. Fixed Deposit 40
5. Service registration 40
3.2.2. Developing internet banking service at VCBBD 41
* Dimensions to measure internet banking service quality at VCBBD 45
4.1.1. Tangibles dimension under customer’s view 47
4.1.2. Responsiveness dimension under customer’s view 50
4.1.3. Reliability dimension under customer’s view 52
The likelihood is that, compare the gap between the perception and expectation
of “Reliability” dimension, we can observe that the VCBBD dominates the
highest gap in the feature of Secure information storage as a result of customers'
belief. They hold an idea that VCBBD has won the customers' peace of mind
about the products they use, but they sometimes make a sense of confusion when
using internet banking, especially in terms of cyber crimes which are, nowadays,
increasing more and more significantly. Therefore, VCBBD itself needs to
enhance their security information system so as to gain the trust of customers 55
4.2.1. Safety dimension under customer’s view 55
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xi
The first dimension to measure internet banking service quality is the Safety (or
reliability) of the service. Customers always consider if their financial status and
their information are secure and guarantee. They also want to know how exact
the transaction is and how secure the information storage. “Safety” dimension
has 4 attributes in the Table 4.1 55
Table 4.1: Mean Score of Safety dimension 55
4.12.34. Staff Assurance dimension under customer’s view 60
4.1.5. Empathy dimension under customer’s view 63
4.12.64. Issues relating to financeFinancial aspect dimension under customer’s

view 65
4.1.7Source: Author’s Survey 69
In term of “Web design is friendly, easy to use and multi language for customer”,
8.5% customers evaluate 2 mark, 3 mark with 15% and 4 mark for 26%
customers, wonderful having 50.5% customers think high level(5 mark), mean
average is 4.04 mark, meanwhile customer’s expectation is 4.93mark, the gap is
0.89. The web of Direct Banking has designed to be friendly to user with the
choice of language including Vietnamese and English. Therefore, it’s so
convenient for all kind of customers 69
The second “VCBBD is up to date technology and latest equipment” 15%
customers evaluated 2 mark, 30% customers think 3 mark , following 43.5%
customers for 4 mark, but only 12.5% give 5 mark. Thus we see that the distance
is further large on feel and expect, it proves that the VCBBD technology still not
to meet customer, thus to better compete, VCBBD will also need to up to date
modern technology to limit errors happen 69
With “VCBBD with multiple channel customer contact center (customer service,
online)” The customer’s perception with percentage as follows, 4.5% for 2 mark,
13.5 % for 3 mark and 4 mark with 20.5 % customers, high level(5 mark) having
61.5 % customers But customer’s expectation is 4.44 mark. The gap is 0.05.
xii
xii
VCBBD is the customer service center for 24/24 hours and 7 days / a week to
answers all questions and complaints or advice 69
With “Registration form is simple, easy to understand” , attribute, have 22.5%
customers evaluated 2 mark, 28 % customers evaluated 3 mark, and 32.5%
customers think 4 mark, only 17% customers give 5 mark. This is the reason why
the gap between customer expectation and perception is 1.56. The registration
form of Internet banking service is so complicated which requires customer fill
many information like: Name, Date of Birth, Number of ID Card, Address,
Telephone number, etc. VCBBD need to simplify the procedure of sign up

internet banking service and can upload the registration form to the bank’s
official website: www.vietcombank.com.vn 70
70
Figure 4.5: Gap (P-E) of Tangible dimension 71
Source: Author’s survey 71
4.2.6.Variety of service under customer’s view 71
7 Demensions 75
Perception 75
Expectation 75
Gap (P-E) 75
TANGIBLES DIMENSION 75
3.89 75
4.77 75
- 0.88 75
RESPONSIVENESS DIMENSION 75
3.84 75
5.0 75
- 1.16 75
RELIABILITY DIMENSION 75
4.51 75
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xiii
4.82 75
- 0.31 75
ASSURANCE DIMENSION 75
3.59 75
5.0 75
- 1.49 75
EMPATHY DIMENSION 75
3.80 75

5.0 75
- 1.20 75
FINANCIAL ASPECT DIMENSION 75
4.58 75
4.98 75
- 0.40 75
VARIETY OF SERVICES DIMENSION 75
4.25 75
4.9 75
- 0.65 75
AVERAGE 75
4.07 75
4.92 75
0.85 75
4.23.1. Summarizery of finding the gap between customer’s expectation and
perception 76
4.32.32. Causes of gaps on internet banking service quality at VCBBD 82
5.2.1. Improving staff quality 87
5.2.2. Improving transaction channels between the bank and customers 88
- Channels which help customers to exchange their opinions and send their
questions/ information to the bank should be strengthened and extended. The
xiv
xiv
bank should receive customers’ requirements via mail, phone or other channels
and restrict the circumstances that make customers to be present in person at the
bank’s transaction offices 88
- The bank should focus on developing the Contact Center in the direction to be a
modern and friendly Division to provide services 24 hours/day and 7 days/week,
which helps to gain customers’ peace of mind 88
5.2.3. Developing infrastructure and investing in modern technology 88

5.2.4. Diversifying variety of internet banking service 90
5.2.5. Enhancing customer care service 90
5.3.1. Supports from the State bank of Vietnam 91
5.3.2. Suggestions to the State Bank of VietnamSupports from the Headquarter93
xv
xv
ACKNOWLEDGEMENTS
xvi
xvi
ABBREVIATIONS
LIST OF TABLES
LIST OF FINGURES
EXECUTIVE SUMMARY
CHAPTER 1: INTRODUCTION
1.1. RATIONALE
1.2. RESEARCH OBJECTIVES
1.3. RESEARCH QUESTIONS
1.4. RESEARCH METHODOLOGY
1.4.1.Research process
1.4.2. Data collection
1.4.3. Data Analysis
1.5. RESEARCH SCOPE
1.6. THESIS STRUCTURE
CHAPTER 2: THEORETICAL BACKGROUND ON
QUALITY OF INTERNET BANKING SERVICE AT
COMMERCIAL BANK
2.1. COMMERCIAL BANKS AND BANKING SERVICES
2.1.1. Commercial banks
2.1.2. Banking services
xvii

xvii
2.2. INTERNET BANKING IN COMMERCIAL BANK
2.3. INTERNET BANKING SERVICE QUALITY IN
COMMERCIAL BANK
2.2.1. Nature of internet banking service
2.2.2. Internet Banking service in commercial bank
2.2.3. Model applied for Internet Banking service quality
2.2.4. Dimensions to measure internet banking service
quality
2.4. FACTORS AFFECTING INTERNET BANKING
SERVICE QUALITY
CHAPTER 3: OVERVIEW OF VIETCOMBANK BA DINH’S
INTERNET BANKING SERVICE
3.1. OVERVIEW ON VIETCOMBANK BA DINH
3.1.1. VIETCOMBANK BA DINH'S introduction
3.1.2. VIETCOMBANK BA DINH’S business
performance 2009 – 2012
3.2. VIETCOMBANK BA DINH’S INTERNET BANKING
SERVICE IN THE PERIOD 2009 – 2012
xviii
xviii
3.2.1. Types of internet banking service at
VIETCOMBANK BA DINH
3.2.2. Performance of internet banking service at
VIETCOMBANK BA DINH
CHAPTER 4: FINDINGS ON VIETCOMBANK BA DINH’S
INTERNET BANKING SERVICE QUALITY
4.1. EVALUATION ON VIETCOMBANK BA DINH’S
INTERNET BANKING SERVICE QUALITY
4.1.1. Safety dimension under customer’s view

4.1.2. Responding time dimension under customer’s view
4.1.3. Staff dimension under customer’s view
4.1.4. Issues relating to finance dimension under
customer’s view
4.1.5. Tangible dimension under customer’s view
4.1.6.Variety of service under customer’s view
4.2. GAPS OF VIETCOMBANK BA DINH’S INTERNET
BANKING SERVICE QUALITY
4.2.1. Summarize of findings on the gaps between
customer’s expectation and perception
4.2.2. Causes of gaps on internet banking service quality at
Vietcombank Ba Dinh
xix
xix
CHAPTER 5: RECOMMENDATIONS TO IMPROVE THE
QUALITY OF VIETCOMBANK BA DINH’S INTERNET
BANKING SERVICE
5.1. VIETCOMBANK BA DINH ’S ORIENTATION ON
INTERNET BANKING SERVICE DEVELOPMENT UP TO
2020
5.2. RECOMMENDATIONS TO IMPROVE THE QUALITY
OF VIETCOMBANK BA DINH’S INTERNET BANKING
SERVICE
5.2.1. Improving staff quality
5.2.2. Improving management competence and completing
internet banking business performance organizational
model
5.2.3. Developing infrastructure and investing modern
technology
5.2.4. Diversifying variety of internet banking service

5.2.5. Enhancing customer care service
5.2.6. Improving competitiveness by service fees and
charges
5.3. CONDITIONS TO APPLY THESE
RECOMMENDATIONS
xx
xx
5.3.1. Supports from the State of Vietnam
5.3.2. Suggestions to the State Bank of Vietnam
CONCLUSION
LIST OF REFERENCES
APPENDICES
ACKNOWLEDGEMENTS
First and foremost, I would like to express my gratitude to my
supervisor PhD Phan Thuc Anh, who directed me through the path I should
take as regards to this dissertation and had valuable on my research study.
Secondly, I would like to thank all of the MBA professors from Business
School, National Economic University. Thanks to Program Directors,
Coordinators of the program as well as class teachers who did try their best to
provide us me valuable and precious knowledge.
Thirdly, the author also do appreciate the kindness from all my friends
and all classmates at EMBA 9A who gave me the help and shares to encourage
me throughout the dissertation.
My sincere thanks are also addressed to Head of Management at
VCBBD for their assistance in this research. I am very thankful to the
cooperation of my friends and colleagues who let me interview and gave me
very useful information.
Last but not least, the author would like to express my appreciation to
my dear parents, my brothers and my sister in law who gave me enthusiastic
support and shared housework with me during my study of MBA course at BS

– NEU.
xxi
xxi
Author
Nguyen Huu The
ABBREVIATIONS
ALCO Assets Liabilities Management Committee
ATM Automatic teller machine
BOFB Branches of foreign banks
EPS Earning per share
FB Foreign banks
xxii
xxii
FC Financial corporations
JSCB Joint stock banks
JVB Joint venture commercial banks
LC leasing companies
VCB Vietcombank (Join stock commercial Bank for foreign trade
of Viet Nam)
VCBBD Vietcombank Ba Dinh ~ Vietcombank Ba Dinh Branch
POS Point of sale
SET Secure Electronic Transaction
SMEs Small and Medium Enterprises
SOCB State owned commercial banks
SSL Secure Socket Layer
xxiii
xxiii
LIST OF TABLES
Table 3.1 : Profit before tax of Vietcombank Ba Dinh Branch 35
Table 3.2: The relation between interest and non-interest income 35

Table 3.3: The accumulated number of individual customers and individual
customers using Internet bakning service through years. 41
Table 3.4: The internal transfer and invoice payment on internet banking over years
4 12
Table 4.0.Dimensions and attributes of internet banking service quality 43
Table 4.1. Mean score of Tangibles dimension 4 5
Table 4.2: Mean score of Responsiveness dimension 4 7
Table 4.3: Mean Score of Reliability dimension 49
Table 4.4: Mean score of Assurance dimension 5 1
Table 4.5: Mean score of Empathy dimension 5 3
Table 4.6. Mean score of Financial aspect dimension 5 4
Table 4.7. Mean score of Variety of services dimension 56
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xxiv
Table 4.8. Mean score of 7 dimensions 57
Table 32.1 : Profit before tax of Vietcombank Ba Dinh Branch 34
Table 3.38: The accumulated number of individual customers and individual
customers using Internet bankning service through years 41
Table 3.49: The internal transfer and invoice payment on internet banking over
years 43
Table 4.013.11.Dimensions and attributes of internet banking service quality 45
Table 4.1. Mean score of Tangibles dimension 48
Table 4.2: Mean score of Responsiveness dimension 50
Table 4.3: Mean Score of Reliability dimension 53
Table 4.43: Mean score of AssuranceStaff dimension 60
Table 4.5: Mean score of Empathy dimension 64
Table 4.64. Mean score of issues relating to fFinanceial aspect dimension 66
Table 4.76. Mean score of Variety of services dimension 71
Table 4.8. Mean score of 7 dimensions 75
xxv

xxv