Factors affecting the level of Internet Banking usage of customers in Ho Chi Minh City - 1

HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY FACULTY OF ACCOUNTING - FINANCE - BANKINGHo Chi Minh City, June 2016HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY FACULTY OF ACCOUNTING - FINANCE - BANKINGHo Chi Minh City, June 2016 Ho Chi Minh City, June 2016DECLARATIONACKNOWLEDGEMENTS OF CONTENTSCHAPTER 2: THEORETICAL BASIS OF INTERNET BANKING IN PAYMENT TRANSACTIONS AT COMMERCIAL BANKS 4CHAPTER 3: RESEARCH METHODOLOGY 22CHAPTER 4: RESEARCH RESULTS 29CHAPTER 5: CONCLUSIONS AND SOLUTIONS 60APPENDIX................................................................................................................................LIST OF CHARTS, GRAPHS, DIAGRAMS, IMAGES ImagesTOPIC: ELEMENTS FACTORS AFFECTING THE LEVEL OF INTERNET BANKING USE BY CUSTOMERS IN HO CHI MINH CITYCHAPTER 1: INTRODUCTION1.2 Research objectives1.3 Research questions1.4 Scope and objects of research1.5 Research methods- Quantitative methods:1.6 Structure of the topic: The thesis consists of 5 chapters2.1.2 Basic activities of commercial banks in the market economy2.2 Electronic banking in payment transactions2.2.2 History of the formation of electronic banking2.2.3 Forms of electronic banking services2.2.4 Development stages of electronic banking services Advertising website (Brochure - ware) E-commerce (E - Commerce) E-business (E - Business) E-banking (E - Bank)2.3 Overview of Internet Banking2.3.2 Features and utilities of Internet Banking2.3.2.1 Check balance of payment deposit account2.3.2.2 Check detailed information of related transactions2.3.2.3 Payment transfer2.3.3 Levels of Internet Banking2.3.3.1 Information level (Informative)2.3.3.2 Information exchange level (Communicate)2.3.3.3 Transactional level2.3.4 Premises for development of Internet Banking2.3.5 Internet Banking service utilities of some banks in Ho Chi Minh CityTable 2.1 List of banks with the best IB services in 20142.3.5.1 Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank): Main features: Payment:2.3.5.2 Joint Stock Commercial Bank for Industry and Trade of Vietnam (Techcombank): Features Main features:2.3.5.3 Saigon Thuong Tin Commercial Joint Stock Bank (Sacombank):Main features:2.3.5.4 Asia Commercial Joint Stock Bank (ACB):Main features:2.3.5.5 Tien Phong Commercial Joint Stock Bank (TPbank):Main features:2.4 Theories of consumer behavior and consumer motivation2.4.1 Theory of consumer behavior2.4.2 Theory of consumer motivation2.5 Overview of previous studies on Internet Banking2.5.2 Research in VietnamCHAPTER 3: RESEARCH METHODOLOGY3.2 Research modelFigure 3.1 Research modelArguments to make hypotheses:3.3 Research data3.3.2 How to collect dataTable 3.1 Data coding of survey questions3.3.3.2 How to collect samplesCHAPTER 4: RESEARCH RESULTSChart 4.1 Gender ratio Male/Female of Surveyed CustomersTable 4.2 Age of Surveyed CustomersChart 4.2 Age of Surveyed Customers OccupationChart 4.3 Occupation of Surveyed Customers Income LevelChart 4.4 Income level of surveyed customers Industry groupChart 4.5 Industry group of surveyed customers Bank account Trusted bank, why?Chart 4.6 Trusted bankTable 4.7 Reasons why customers trust bank services Transaction levelChart 4.8 Transaction frequency of surveyed customers Usage timeChart 4.9 Service usage time of surveyed customers Internet Banking service4.1.2 Subjects using Internet BankingChart 4.10 Subjects introducing services to surveyed customers Utilities of Internet BankingChart 4.11 Utilities of Internet Banking Frequency of using the Internet Registration procedure Electronic system Service and after-sales fees Security assessment Counter transaction assessment Assessment Internet Banking service quality Evaluation of the decision to use4.2Testing the research model4.2.1 Cronbach Alpha test Evaluation scale of registration procedures Evaluation scale of electronic systemsTable 4.21 Cronbach Alpha test of electronic systems when removing variable HT04 Evaluation scale of service fees and after-sales serviceTable 4.23 Cronbach Alpha test of service fees and after-sales service when removing variable PH09 Evaluation scale of security Evaluation scale of transaction quality at the counterTable 4.26 Cronbach Alpha test of transaction quality at the counter when removing variable TQ14 Evaluation scale of Internet Banking service quality Evaluation scale of decision to use Internet Banking services4.2.2 EFA analysis 4.2.2.1Independent variablesTable 4.30 Total explained varianceTable 4.31 Results of EFA factor analysis4.2.2.2Dependent variablesTable 4.33 Factor loading coefficientsTable 4.34 Total explained varianceModel after adjustment4.3.1 Correlation analysisTable 4.35 Correlation analysis between variables4.3.2 Regression analysisTable 4.37 ANOVA variance analysis in regression analysisTable 4.38 Regression coefficient analysis Multicollinearity phenomenon Test the suitability of the model Test the hypothesisTable 4.39 Results of testing the research hypotheses4.4 Analysis of regression resultsCHAPTER 5: CONCLUSIONS AND SOLUTIONS5.2 Solutions Group of solutions on electronic systems: Group of solutions on IB usage costs:5.2.2 Group of solutions outside the model: Improve service quality, diversify features Products:  Building an Internet Banking system aimed at specific goals to limit transaction risks Data integrity: Customer and transaction authentication: Raising customer awareness of network security: 5.3 Limitations and future research directions If possible, conduct future research directions 1. Survey questions I. PERSONAL INFORMATION 2 Your age: 3/ Your occupation: 4/ Your income level:5/What industry are you working in? 6/Do you have a bank account? 7/Which bank's services do you use? 8/Why do you use that bank's services? 9/Do you often conduct transactions through the banking system? 10/How long have you been using banking services? 11/Do you use Internet Banking services? II. INTERNET BANKING USERS 3/ Frequency of Internet usage SPSS REFERENCE MATERIALS List of Vietnamese documents List of English documents

Ho Chi Minh City, June 2016

Ho Chi Minh City, June 2016

CHAPTER 2: THEORETICAL BASIS OF INTERNET BANKING IN PAYMENT TRANSACTIONS AT COMMERCIAL BANKS 4CHAPTER 3: RESEARCH METHODOLOGY 22CHAPTER 4: RESEARCH RESULTS 29CHAPTER 5: CONCLUSIONS AND SOLUTIONS 60APPENDIX................................................................................................................................LIST OF CHARTS, GRAPHS, DIAGRAMS, IMAGES ImagesTOPIC: FACTORS AFFECTING THE LEVEL OF INTERNET BANKING USE BY CUSTOMERS IN HO CHI MINH CITY CHAPTER 1: INTRODUCTION1.2 Research objectives1.3 Research questions1.4 Scope and objects of research1.5 Research methods- Quantitative methods:1.6 Structure of the topic: The thesis consists of 5 chapters2.1.2 Basic activities of commercial banks in the market economy2.2 Electronic banking in payment transactions2.2.2 History of the formation of electronic banking2.2.2.1 World2.2.2.2 Vietnam2.2.3 Forms of electronic banking services2.2.4 Development stages of electronic banking services Advertising website (Brochure - ware) E-commerce (E - Commerce) E-Business (E - Business) E-Bank2.3 Overview of Internet Banking2.3.2 Features and utilities of Internet Banking2.3.2.1 Checking the balance of payment deposit accounts2.3.2.2 Checking detailed information of related transactions2.3.2.3 Payment transfer2.3.3 Levels of Internet Banking2.3.3.1 Information provision level (Informative)2.3.3.2 Information exchange level (Communicate)2.3.3.3 Transactional level (Transactional)2.3.4 Premises for the development of Internet Banking2.3.5 Internet Banking service utilities of some banks in Ho Chi Minh CityTable 2.1 List of banks with the best IB services in 20142.3.5.1 Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank): Main features: Payment:2.3.5.2 Joint Stock Commercial Bank for Industry and Trade of Vietnam (Techcombank): Main features:2.3.5.3 Saigon Thuong Tin Commercial Joint Stock Bank (Sacombank): Features Main:2.3.5.4 Asia Commercial Joint Stock Bank (ACB):Main features:2.3.5.5 Tien Phong Commercial Joint Stock Bank (TPbank):Main features:2.4 Theories of consumer behavior and consumer motivation2.4.1 Consumer behavior theory2.4.2 Theories of consumer motivation2.5 Overview of previous studies on Internet Banking2.5.2 Research in VietnamCHAPTER 3: RESEARCH METHODOLOGY3.2 Research modelFigure 3.1 Research modelArguments to make hypotheses:3.3 Research data3.3.2 How to collect dataTable 3.1 Coding data of survey questions3.3.3.2 How to collect samplesCHAPTER 4: RESEARCH RESULTSChart 4.1 Male/female gender ratio of surveyed customersTable 4.2 Age of surveyed customersChart Figure 4.2 Age of surveyed customers OccupationFigure 4.3 Occupation of surveyed customers Income levelFigure 4.4 Income level of surveyed customers Industry groupFigure 4.5 Industry group of surveyed customers Bank account Trusted bank, why?Figure 4.6 Trusted bankTable 4.7 Reasons why customers trust banking services Transaction levelChart 4.8 Frequency of transactions of surveyed customers Time of useChart 4.9 Time of service use of surveyed customers Internet Banking service4.1.2 Subjects using Internet BankingChart 4.10 Subjects introducing services to surveyed customers Utilities of Internet BankingChart 4.11 Utilities of Internet Banking Frequency of Internet usage Registration procedures Electronic system Service and after-sales fees Security assessment Counter transaction assessment Quality assessment of Internet Banking service Evaluation of usage decision4.2 Research model testing4.2.1 Cronback Alpha testing Registration procedure assessment scale Electronic system assessment scaleTable 4.21 Cronbach Alpha test of the electronic system when removing the variable HT04 Scale for evaluating service fees and after-sales serviceTable 4.23 Cronbach Alpha test of service fees and after-sales service when removing the variable PH09 Scale for evaluating security Scale for evaluating transaction quality at the counterTable 4.26 Cronbach Alpha test of transaction quality at the counter when removing the variable TQ14 Scale for evaluating Internet Banking service quality Scale for evaluating the decision to use Internet Banking service4.2.2 EFA analysis 4.2.2.1 Independent variablesTable 4.30 Total explained varianceTable 4.31 Results of EFA factor analysis4.2.2.2 Dependent variablesTable 4.33 Factor loadingsTable 4.34 Total explained varianceModel after adjustment4.3.1 Correlation analysisTable 4.35 Correlation analysis between variables4.3.2 Regression analysisTable 4.37 ANOVA variance analysis in regression analysisTable 4.38 Regression coefficient analysis Multicollinearity phenomenon Testing the suitability of the model Testing the hypothesisTable 4.39 Results of testing the research hypotheses4.4 Analysis of regression resultsCHAPTER 5: CONCLUSIONS AND SOLUTIONS5.2 Solutions Group of solutions on electronic systems: Group of solutions on IB usage costs:5.2.2 Group of solutions outside the model: Improve service quality, diversify product features: Build an Internet Banking system aimed at specific goals to limit transaction risksData integrity: Authenticate customers and transactions: Raise customers' awareness of network security:5.3 Limitations and directions for further research If possible, conduct the following research direction1. Survey questionsI. PERSONAL INFORMATION2 Your age:3/ Your occupation:4/ Your income level:5/ What industry are you working in?6/ Do you have a bank account?7/ Which bank's services do you use?8/ Why do you use that bank's services?9/ Do you regularly conduct transactions through the banking system?10/ How long have you been using banking services?11/ Do you use Internet Banking services?II.GROUP OF INTERNET BANKING USERS3/ Frequency of Internet usageSPSS research REFERENCESList of Vietnamese documentsList of English documents