The Impact of Digital Transformation on Customer Satisfaction to Digital Banking Service of Commercial Banks in Vietnam

The Anh Khuc, Trung Duc Quan, Anh Thi Ngoc Tran, Tuan Dat Nguyen, Hong Ha Nguyen, Trung Kien Nguyen

Abstract


The present study focuses on examining the interplay and correlation between the digital transformation process as assessed by the digital banking service quality components (Ease of use, Effectiveness, Interoperability, Privacy/ Security, Empathy, Responsiveness, Reliability, Service portfolios, Service charge) and customer satisfaction for digital banking services at commercial banks in Vietnam. The predictors (independent variables) for this study are the aforementioned service quality aspects and moderator is Service charge. The outcome variable (dependent variable) is customer satisfaction. The authors combined qualitative and quantitative research techniques to develop observed variables and assess the model's fit. This study can help banking leaders evaluate and improve the quality of digital banking services in the context of financial liberalization and globalization.

Keywords: Digital transformation, Digital Banking, Banking service quality, Customer satisfaction

DOI: 10.7176/EJBM/15-6-04

Publication date:March 31st 2023


Full Text: PDF
Download the IISTE publication guideline!

To list your conference here. Please contact the administrator of this platform.

Paper submission email: EJBM@iiste.org

ISSN (Paper)2222-1905 ISSN (Online)2222-2839

Please add our address "contact@iiste.org" into your email contact list.

This journal follows ISO 9001 management standard and licensed under a Creative Commons Attribution 3.0 License.

Copyright © www.iiste.org