Customer satisfaction for Internet banking services at the Bank for Investment and Development of Vietnam (BIDV)

• Main Author: Nguyen, Phuong Thao
• Other Authors: Nguyen, Van Dinh
• Format: Theses and Dissertations
• Language: English
• Published: Khoa Quốc tế, ĐHQGHN 2020
• Subjects: Banking services; Internet bankingService; customer satisfaction; customer satisfaction for Internet banking service
• Online Access: http://repository.vnu.edu.vn/handle/VNU_123/89610
• Institution: Vietnam National University, Hanoi

This thesis is written based on the idea that the Bank for Investment and Development of Vietnam (BIDV) is facing problem of losing competitive advantage in banking services in Vietnam due to low customer satisfaction for Internet banking (IB) service. Therefore, the bank itself is trying its best to overcome this situation by spending energy and efforts to improve IB service – a business area that did not always receive much attention from the managers before. BIDV would easily lose its current market to business rivals who are better in satisfying the customer demand.