TITLE:
The Influence of Personal Characteristics on Customers’ Perception of E-Banking Service Quality and Cost Effectiveness in Vietnam
AUTHORS:
Ngo Mai Trang
KEYWORDS:
Perception of Service Quality, Cost Effectiveness, E-Banking, Personal Characteristics
JOURNAL NAME:
Open Journal of Social Sciences,
Vol.10 No.1,
January
27,
2022
ABSTRACT: An extensive literature review found that customer’s
perception of service quality and cost effectiveness are the most important factors
for the success or failure of service providers. There is evidence of the relation
between a number of demographic factors and perception of service quality. The data
was collected through the survey of E-Banking customers (N = 754) in four major
cities and towns and the countryside in Vietnam. Perception of service quality and
cost effectiveness is measured by the following dimensions: reliability, security,
convenience, ease of use, customer support and cost effectiveness. The results from
the study revealed significant differences in perception of service quality and
cost effectiveness by gender, occupation, living place and experience of using E-Banking,
while no significant difference was found for education, income, age and variety seeking factors. The results of the study enhance the understanding of perception
of service quality and cost effectiveness in Vietnam E-Banking area and provide
useful knowledge in the management and delivery of service quality.