Recommendations for Government and Regulatory Agencies:

The employees' efforts and level of goal completion. In addition, there should be appropriate forms of reward for employees with good performance, initiatives contributing to the growth of the bank, the ability to complete goals earlier than expected, good behavior towards customers such as: returning change to customers, being able to market to many customers, etc. At the same time, VCB also needs to have strict sanctions against fraudulent acts, disregard for customers, etc., especially acts of taking advantage of technology to commit fraud.

3.3.2 Recommendations to the Government and management agencies:

Currently, the cost of using Internet services in Vietnam is very high compared to other countries in the region, thus limiting the provision of Internet-Banking services, which is beyond the reach of banks. The support of the Government through the policy of reducing the cost of using Internet services towards completely exempting this cost will be one of the driving forces to attract customers to use Internet-Banking services, encourage banks to reduce the cost of products and services, and develop the domestic payment system.

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Second, it is necessary to soon have a policy to guide the development of electronic banking services in general and Internet Banking services in particular:

Regulating technical standards for terminals and payment gateways creates a common technical platform so that when all conditions are met, banks can easily connect with each other, helping customers using the e-banking services of one bank to still be able to pay and transact with customers of other banks, avoiding the situation where customers have to register to use the e-banking services of many banks at the same time.

Third, promote education and training: it is necessary to strengthen training activities, regularly organize training courses and seminars on information technology and electronic banking with the participation of foreign experts. Only then can knowledge and experience be improved, new information from abroad be updated, helping commercial banks to improve and develop this service in a scientific and modern direction. In addition, strengthen propaganda activities to raise awareness and technical training.

e-banking capabilities for ministries, sectors, businesses and people.

Fourth, build and perfect the system of legal documents, laws and decrees to manage the online business process, as a basis for dispute resolution. Build common standards and legal basis for electronic documents, electronic signatures and electronic certificates. To facilitate the implementation of electronic documents; it is necessary to build a system of organizations and agencies to manage, provide and notarize electronic signatures and electronic certificates. Build a central data management center to help confirm and authenticate electronic documents quickly and accurately.

Fifth, develop information technology and Internet infrastructure:

Implement computerization of service business organizations, banks and credit institutions, build strong, high-speed, congestion-free, affordable communication infrastructure, limit telecommunications monopoly, etc. to create conditions for all people to use online services for daily life as well as business.

Sixth, promoting the development of e-commerce creates conditions for the development of Internet Banking services: encouraging and rewarding investors, businesses, financial institutions... to invest in online trading, thereby creating business, payment, transaction needs... creating potential customers for Internet Banking services.

Chapter 3 Conclusion

Based on the factors affecting customers' decision to use Internet Banking mentioned in Chapter 2, Chapter 3 has proposed solutions to enhance the positive influence of existing factors while continuing to improve the quality of products and services to attract customers.

Electronic banking services in general and especially Internet Banking services are still very new in Vietnam. Besides the advantages, there are also many difficulties.

The most difficult and challenging part is in the early stages when Vietnam has no experience in this field. To achieve success, there must be active contributions from many sides: the State must build a legal corridor suitable for each stage and orient the development of this type of service; commercial banks actively research the application of information technology in the banking sector, create many electronic banking products and services that meet customer requirements, learn from the experience of foreign banks to limit risks in electronic banking activities; customers need to comply with the regulations of the bank when participating in this service.

CONCLUDE

Internet Banking is becoming a major trend in today's financial market to meet the increasing demands of customers and keep up with the trend of the information technology boom in the world. Although Vietnamese commercial banks have not yet fully entered this field, with what the world banking system has experienced and achieved from the superior features of this system, it can be affirmed that the construction and development of online banking services - Internet Banking is a correct orientation. With this orientation, along with the active support from the State, VCB in general and VCB HCM in particular need to have a strategic vision, go ahead, take the lead, and gain experience to build a safe, effective electronic banking system that meets its own requirements. In order to contribute to promoting the development of Vietnam's e-commerce, gradually limiting the use of cash in payment, creating conditions for customers to access modern transaction methods from the results of applying information technology to banking services and integrating into the general trend of the world economy.

 Application of research:

The research topic is based on the perspective of Internet Banking service quality as a high-end market and users are special customers. The analysis and measurement of influencing factors through customer evaluation is useful information for the orientation and management of banks in developing products and services. This information is the basis for orientation and providing focused management solutions.

 Limitations of the study and future research directions

This is a retrospective study, so limitations are inevitable.

Firstly , sampling only at some VCB bank branches in Ho Chi Minh City area makes the representativeness of the results not high. Therefore, the sample size although

The results of the study would be more reliable if the sample size were larger.

Second , this study only focuses on evaluating factors affecting the quality of Internet Banking services in Ho Chi Minh City, and there may be differences between Ho Chi Minh City and other provinces and cities. Therefore, the first recommendation is that the study should be repeated for measurement in other provinces and cities and comparisons between these areas.

Third , the study only focuses on the assessment of factors affecting the usage decisions of individual customers, so the generalization of service evaluation is not high. The recommendation for future research is to further study the survey subjects which are organizations.

Finally , this study only considers and evaluates some factors that influence customers' decision to use Internet Banking. There are many other factors that influence customers' decision to use Internet Banking that the study has not considered. This issue provides another research direction for future studies.

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