Factors influencing the loyalty of individual customers using Mobile banking services at Commercial banks in technology revolution 4.0, a case in Dong Nai province
Vol. 2 No. 16 (2024), Các bài báo
Vol. 2 No. 16 (2024)

Factors influencing the loyalty of individual customers using Mobile banking services at Commercial banks in technology revolution 4.0, a case in Dong Nai province

Các bài báo
https://doi.org/10.61591/jslhu.16.190
Published 2024-03-30
Thụy Bùi Văn
Lê Thủy Tiên
https://lhu.edu.vn/
Huỳnh Phạm Thanh Tâm
Lac Hong University, No. 10 Huynh Van Nghe, Buu Long Ward, Bien Hoa, Dong Nai, Vietnam
Lê Nguyễn Anh Thư
Lac Hong University, No. 10 Huynh Van Nghe, Buu Long Ward, Bien Hoa, Dong Nai, Vietnam
PDF (Tiếng Việt)

Keywords

Loyalty
Influential factors
Mobile banking
Commercial banks
Dong Nai

How to Cite

Bùi Văn, T., Tiên, L. T., Huỳnh Phạm Thanh Tâm, & Lê Nguyễn Anh Thư. (2024). Factors influencing the loyalty of individual customers using Mobile banking services at Commercial banks in technology revolution 4.0, a case in Dong Nai province. Journal of Science Lac Hong University, 2(16), 1–8. https://doi.org/10.61591/jslhu.16.190
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Abstract

The study was conducted to identify the factors influencing the loyalty of individual customers using Mobile Banking services at commercial banks in Dong Nai province through quantitative research methods. Data was collected from 320 customers currently using Mobile Banking services in Dong Nai province. The results showed that 66.3% of the variation in customer loyalty for Mobile Banking services can be explained by: Effectiveness, Responsiveness, Assurance, Design, Empathy, Benefits, Habits, and Switching costs. Based on the research results, the authors propose some solutions to help commercial banks retain customers in the future.

https://doi.org/10.61591/jslhu.16.190
PDF (Tiếng Việt)

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