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Analysis of Customer Satisfaction with Bidv Hcmc Internet Banking Service Quality


Table 4.15c: Average test results on educational level


ANOVA



Sum of squares


df

Mean square


F


Sig.

Between groups

4,500

4

1.125

1.201

0.311

In group

220,074

235

0.936



Total

224,574

239




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Analysis of Customer Satisfaction with Bidv Hcmc Internet Banking Service Quality

(Source: SPSS test results shown in Appendix 8)


The ANOVA table shows that there is no difference in satisfaction level between customer groups with different education levels with significance level Sig.

= 0.311 (>0.05).


4.6 Analysis of customer satisfaction with BIDV HCMC's internet banking service quality

According to the results of testing the calibration model and research hypotheses, we can confirm that the overall quality of BIDV HCMC's internet banking service is measured in the impact relationship of three factors: Online customer service quality, Online information system quality, and banking product and service quality.

Table 4.14: Statistics of values ​​of synthetic variables (N= 240)


Scale

Minimum

Maximum

Medium

Standard deviation

Online Information Management System Quality (SMI)

1

5

3,5161

0.79944

Quality of Online Customer Service (SCO)

1

5

3,2379

0.80638

Quality of banking services (SBP)

2

5

3,5833

0.72497

Overall IB Quality (SIB)

2

5

3,8104

0.69554

Satisfaction (SAS)

1

5

3,2979

0.96935



(Source: SPSS test results shown in Appendix 9)

Through Table 4.14, in general, customers rate the quality of BIDV's internet banking services at an average level, but have not reached the level of agreement (Level 4). This shows that bank administrators need to continue to promote and improve 03 influencing factors, which are "Quality of online customer service, Quality of online information system, Quality of banking products and services" to bring good and excellent quality to BIDV HCMC's internet banking services. In which, the factor that customers rate the lowest is the quality of online customer service (SCO) with an average of 3.2379. Thus, BIDV administrators need to pay attention to this factor in building a quality internet banking website and training a team of professional staff with a working style to create higher trust, responsiveness and empathy with customers.

Next, the author will consider the assessment of customers participating in the survey on satisfaction with the factors that create a quality internet banking service that creates customer satisfaction.

4.6.1 Satisfaction


Table 4.17: Statistics of values ​​of observed variables measuring satisfaction


Observation variable

Minimum

Maximum

Medium

Standard deviation

SAS1

1

5

3.3417

1.10908

SAS2

1

5

3.3167

1.14974

SAS3

1

5

3.2875

1.10753

SAS4

1

5

3.2458

1.14347

(Source: SPSS test results shown in Appendix 9)

In there:

SAS1: Overall. the bank performed as expected by me. SAS2: Overall. I am satisfied with the internet transactions I made.

BIDV HCMC



SAS3: Overall, I am satisfied with the products/services provided by BIDV HCMC.

SAS4: Overall, I am satisfied with BIDV HCMC.


The actual survey of customer satisfaction with BIDV HCMC's services is expressed by the mean values ​​in Table

4.17 shows that the satisfaction level only reaches from 3.2875 to 3.3417 at the average level. This means that customers are currently not completely satisfied with the service quality of BIDV HCMC. Among the observed variables, what customers care about most is whether the bank provides services as expected (variable SAS1 with mean value = 0.3417).

Customers are increasingly aware of their options and increasing service standards, which increases their expectations of service. As a result, bank customers are becoming more demanding about bank products and services. A dissatisfied customer is always at risk of switching to a competitor. Therefore, banks need to always pay attention to understanding customers' needs and expectations, including both current and future needs.

4.6.2 Online customer service quality

Table 4.16: Statistics of values ​​of observed variables measuring online customer service quality (N=240)

Observation variable

Minimum

Maximum

Medium

Standard deviation

SCO1

1

5

3.1458

1.03474

SCO2

1

5

3.2375

1.04193

SCO3

1

5

3.3250

1.00345

SCO4

1

5

3.2292

1.03575

SCO5

1

5

3.3125

1.01364

SCO6

1

5

3.2167

1.02425

SCO7

1

5

3.1875

1.06004


SCO8

1

5

3.2250

0.99759

SCO9

1

5

3.2625

1.02370

SCO10

1

5

3.2000

1.02357

SCO11

1

5

3.2750

0.95473

(Source: SPSS test results shown in Appendix 9)

In there:

SCO1: BIDV HCMC internet banking website provides me with a lot of valuable information.

SCO2: BIDV HCMC internet banking website allows me to search for information easily

SCO3: BIDV HCMC's internet banking website is visually appealing.

guide.

SCO4: With online banking service. When BIDV HCMC commits to implement

do something at a given time. First it will do it through online service.

SCO5: When there is a problem with online banking service. BIDV HCMC shows sincere interest in solving the problem.

SCO6: With online banking service, BIDV HCMC staff informed me the exact time when the service I requested would be performed.

SCO7: BIDV HCMC staff performed online banking services for me quickly.

SCO8: BIDV HCMC staff understands what I really care about when using online services.

SCO9: BIDV HCMC staff understand my specific needs SCO10: BIDV HCMC staff show individual attention

client.

SCO11: BIDV HCMC's online banking hotline is always available to meet my needs.



Through the statistics table, it can be seen that customers' evaluation of the quality of online customer service is not high. The indexes range from 3.1458 to 3.3250. This shows that the quality of online customer service only meets the average customer needs.

4.6.3 Quality of online information systems

Table 4.17: Statistics of values ​​of observed variables measuring the quality of online information systems


Observation variable

Minimum

Maximum

Medium

Standard deviation

SMI1

1

5

3.5875

1.11693

SMI2

1

5

3.5125

1.23743

SMI3

1

5

3.5292

1.08199

SMI4

1

5

3.5625

1.12235

SMI5

1

5

3.4667

1.20621

SMI6

1

5

3.5083

1.14253

SMI7

1

5

3.5000

1.09008

SMI8

1

5

3.5417

1.15636

SMI9

1

5

3.5833

1.09072

SMI10

1

5

3.4833

1.18557

SMI11

1

5

3.5167

1.11650

SMI12

1

5

3.4208

1.15439

SMI13

1

5

3.4917

1.12407

SMI14

1

5

3.5083

1.13518

SMI15

1

5

3.5292

1.17112

(Source: SPSS test results shown in Appendix 9)

In there:

SM1: The information layout on BIDV HCMC website is easy to follow. SM2: I can easily log in to my account.



SM3: Using BIDV HCMC internet banking website requires a lot of effort.

SM4: I can easily complete a transaction through BIDV HCMC internet banking website

SM5: I don't have to wait long when searching for information via BIDV HCMC's internet banking website.

SM6: My online transactions are always accurate.

SM7: Information on BIDV HCMC's internet banking website is always accurate.

SM8: Online transactions are always processed correctly

SM9: I trust BIDV HCMC will not misuse my personal information.

SM10: I feel safe when making online transactions through BIDV HCMC internet banking website

SM11: I feel secure in providing sensitive information for online transactions through BIDV HCMC internet banking website

SM12: I feel the risk associated with online transactions through BIDV HCMC internet banking website is low.

SM13: My account information on BIDV HCMC internet banking website is well stored and leaked

SM14: Information on BIDV HCMC's internet banking website is always updated.

SM15: BIDV HCMC's internet banking website is attractive.

Through the statistical table, it can be seen that customers' assessment of the quality of the online information system is at a fairly average level. The indexes range from 3.4208 to 3.5875, higher than the assessment of the quality of online customer service. In which, the observation variable "I feel that the risks associated with online transactions via BIDV HCMC's internet banking website are low" (SM12) has the lowest average value (3.4208), proving that customers are not much concerned about the risks that may occur when making transactions on the Internet system. In



At that time, the observed variable with the highest mean value (3.5875) was "The information layout on BIDV HCMC website is easy to follow" (SM1). The hypothesis for these two results may be that Internet banking is a new type of service, so customers using BIDV HCMC's Internet banking service do not have much experience in using it, so they want to have ease in looking up when making transactions, and because they do not have much experience in making transactions on the Internet, they have not fully anticipated the risks that may occur during the implementation process to evaluate.

4.6.4 Quality of banking products and services

Table 4.18: Statistics of values ​​of observed variables measuring the quality of banking products and services

Observation variable

Minimum

Maximum

Medium

Standard deviation

SPB1

1

5

3.4583

0.87643

SPB2

1

5

3.6833

0.82820

SPB3

1

5

3.4875

0.85316

SPB4

1

5

3.7167

0.83022

SPB5

1

5

3.5708

0.86975

(Source: SPSS test results shown in Appendix 9)

In there:

SPB1: BIDV HCMC provides online services with the features I want.

SPB2: BIDV HCMC provides most of the online service functions that I need.

SPB3: My online service needs are all in the optional category.

SBP4: BIDV HCMC offers many online service packages.

SPB5: BIDV HCMC provides many free applications in online services.



Through the statistical table, it can be seen that customers' assessment of the quality of banking products and services is at a fairly good level. The indexes range from 3.4583 to 3.6833, the highest of the three scales that make up the overall quality of Internet banking services. In which, the observed variable "I feel that the risks associated with online transactions via BIDV HCMC's Internet banking website are low" (SM12) has the lowest average value (3.4208). This shows that customers are not very concerned about the risks that may occur when making transactions on the Internet system. Meanwhile, the observed variable with the highest average value (3.5875) is "The information layout on BIDV HCMC's website is easy to follow" (SM1). The hypothesis for these two results may be that Internet banking is a new type of service, so customers using BIDV HCMC's Internet banking service do not have much experience in using it, so they want to have ease in looking up when making transactions. and because they do not have much experience in conducting transactions on the Internet, they have not yet fully anticipated the risks that may occur during the process to evaluate.

4.6.5 Overall Internet banking service quality

Table 4.19: Statistics of values ​​of observed variables measuring general Internet banking service quality

Observation variable

Minimum

Maximum

Medium

Standard deviation

SIB1

1

5

3.9167

0.98595

SIB2

1

5

3.4958

0.94181

SIB3

1

5

3.7833

0.80462

SIB4

1

5

4.0458

0.87383

(Source: SPSS test results shown in Appendix 9)

In there:

SIB1: Overall, BIDV HCMC's online service quality is excellent.

SIB2: Overall, BIDV HCMC meets my expectations of the standards of an online service provider.

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