Acceso usuarios
Nguyen Phuong Le, Nguyen Thi Hai Ninh, Nguyen Manh Hung
Purpose: This paper examines the impacts of gender, education, and age on consumer’s perception of digital banking service quality in the case of a branch of Bank for Investment and Development of Vietnam.
Theoretical framework: Inspired by Parasuraman‘s five dimensions of service quality, this research defined four criteria measured digital banking service quality including the security, the ability, the convenience, and the supported policies for customers. Among different factors influencing consumers’ perception, the authors selected to analyzed impacts of education, gender, and age of consumers.
Design/Methodology/Approach: Primary data was collected from 200 customers who were randomly selected, then analyzed by descriptive statistics. The T-test, Cronbach Alpha, and ANOVA were used to test the differences of consumers’ perception of digital banking service quality by their gender, age, and education.
Findings: The analysis showed that consumers’ perception of digital banking service quality clearly differed by their gender and age. Nevertheless, there was not a clear correlation between educational levels and their perception of security, convenience, and promotion policies of digital banking services.
Research, Practical & Social implications: The findings imply that Vietnamese commercial banks need to improve the quality of digital banking services by: cooperating with Fintech companies to increase security, improving human resource quality, innovating technology and promoting communication activities.
Originality/Value: This study indicated the differences of consumers’ perception of digital banking service quality by their age, gender, and education. All the respondents of the survey are digital banking service users.
