Determinants affecting individual customer satisfaction about Internet Banking services of commercial banks in Ho Chi Minh City

Abstract

This research objective is to identify factors affecting individual customer satisfaction with Internet Banking services of commercial banks in Ho Chi Minh City. The research model was developed based on the Information System Success Model (ISS) of Delone and Mclean (2003). The empirical data was collected through 385 questionnaires surveyed by individual customers using Internet Banking services in the research area. By applying the exploratory factor analysis EFA, confirmatory factor analysis CFA, structural equation modeling SEM, and Bootstrap model estimation test, the authors have discovered that trust and service quality positively affected satisfaction. Trust was influenced by 03 factors of system quality, information quality, and service quality. From the above research results, the authors also showed some recommendations to help commercial banks increase customer satisfaction when using their Internet Banking services.

Keywords

• internet banking
• khách hàng cá nhân
• sự hài lòng