The impact of internet banking service quality on customer satisfaction: An empirical study in BIDV

The main objective of the research is to examine internet banking service quality’s impact on customer satisfaction of Bank for Investment and Development of Vietnam (BIDV). This study is a quantitative study using the SERVQUAL model developed by Parasuraman et al. (1988) in internet banking service to define 5 dimensions of internet banking service quality as independent variables and customer satisfaction is the dependent variable. Questionnaires were also given for 320 customers and 300 surveys which were valid for analysis.