Factors influencing the quality of mobile banking services for individual customers at HDBank in Dong Nai province
DOI:
https://doi.org/10.61591/jslhu.16.223Keywords:
Service quality, Mobile banking, HDbankAbstract
In the context of intense competition among commercial banks, analyzing factors influencing the quality of banking services is an important issue that banks, including HDbank, are concerned about. With the strong development of digital banking services, especially Mobile Banking, the development, expansion, and improvement of service quality are always emphasized by banks. This study was conducted to identify factors affecting the quality of Mobile banking services for individual customers at HDbank in the Dong Nai province, thereby providing recommendations to enhance service quality and attract more customers. The regression analysis method was used with survey data from 350 customers using HDbank's Mobile banking services in Dong Nai province. The research results show that there are six factors positively influencing the quality of Mobile banking services, including Efficiency (HQ), Security (BM), Responsiveness (DU), Assurance (BD), Empathy (DC), and Incentives (UD).
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