Limitations and Future Research Directions

Building an Internet Banking system with specific goals to limit transaction risks

Ensuring data confidentiality:

This means protecting personal information from being tracked and accessed illegally. Banks should choose encryption methods that meet international standards and are thoroughly tested by the encryption community, or recognized by competent authorities, in accordance with data security and integrity requirements.

Data integrity:

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This means the accuracy, reliability and completeness of the information processed, stored and transmitted between banks and their customers. Banks should install monitoring systems to receive alerts about hacker activities that threaten data integrity or unusual online transactions.

Customer and transaction authentication:

To avoid attacks that steal customer information data, banks should apply two-factor authentication when accessing and transacting for all transactions in IB services. Two-factor authentication will help fight against online scams, spyware, malware and other scams or illegal intrusions on the internet by hacker groups targeting banks and customers.

Raising customer cybersecurity awareness:

Banks should educate their customers about cyber security. They should advise customers to protect their login credentials, personal information and other confidential data. Instructions for customers to protect their information should be clearly displayed on the website they visit. In addition, they should encourage customers to take precautions such as installing anti-virus software, anti-spyware software and firewalls.

5.3 Limitations and future research directions

The author's relationship is still limited, so there are not many subjects in different age groups, occupations, and industries, and it does not create more objectivity and diversity in the survey data.

The number of survey questions is not rich and diverse, so the author has not clearly grasped the comments and wishes of customers about the customer service. Therefore, the survey data has not really comprehensively evaluated the research topic. If possible, the author should closely examine the influencing factors and increase the number of survey questions with the topic so that customers can easily evaluate the quality of service.

The sample size needs to be larger to filter out the responses that are relevant to the research content. Thereby, the author can easily evaluate the quality of the questions asked and the quality of the responses from the customers.

The study only surveyed samples in Ho Chi Minh City in 2016 with non-probability sampling and convenience sampling methods, so it is not possible to comprehensively assess the factors affecting customers' decisions to use IB services. Therefore, further studies with survey areas across the country and better sampling methods will achieve better results.

The study also examined some factors affecting young customers' decision to use IB services. According to the regression analysis results, 58.4% of the variation in young customers' decision to use IB services was explained by the factors in this study. Thus, there are many other factors that affect the decision to use IB services that have not been studied.

The study only assessed the reliability of the scale using Cronbach's Alpha coefficient and EFA exploratory factor analysis method, and tested the measurement model using multiple linear regression. In subsequent studies, it is necessary to apply more modern and effective statistical methods.

If possible, further research should be conducted.

The author needs to go deeper into each separate target group in different age groups or industries to compare the age or industry groups using IB services that commercial banks need to target.

The study can provide a ranking of the quality of IB services in current banks and the level of customer satisfaction at that bank. From there, a general assessment table is created to help banks compete and bring to the market better utilities and features for IB services.

1. Survey questions

APPENDIX

SURVEY FORM

CUSTOMER SATISFACTION LEVEL WITH INTERNET BANKING SERVICES AT BANKS IN VIETNAM

Hello, I am a final year student of the Faculty of Accounting - Finance - Banking at Ho Chi Minh City University of Technology. Currently, I am conducting a survey on customer satisfaction with internet banking services at banks in Vietnam. The survey results will help us better understand customers, thereby making recommendations to improve service quality to bring higher satisfaction to customers. Please take a moment to fill out the questionnaire below.

We look forward to receiving your cooperation.

I. PERSONAL INFORMATION

1 Your gender: 1. Male 2. Female

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