MINISTRY OF EDUCATING AND TRAINING FOREIGN TRADE UNIVERSITY o0o RESEARCH PROPOSAL Consumers’ attitudes towards online and mobile banking in Vietnam Your supervisor’s name Programme Research Methodolog.
MINISTRY OF EDUCATING AND TRAINING FOREIGN TRADE UNIVERSITY o0o - RESEARCH PROPOSAL Consumers’ attitudes towards online and mobile banking in Vietnam Your supervisor’s name : Programme : Research Methodology Course Department : Finance Institution : Foreign Trade University Ha Noi, 2022 TABLE OF CONTENTS 22 I Introduction Background and Context The tendency in using electronic devices in today’s digital age is growing stronger than ever, leading to people being less dependent on cash and increasing the need to use electronic payment services Mobile Banking is an online banking service through the bank's application on smartphones Customers only need to install the bank's application on their personal phones to be able to use these services Thanks to the specificity of the device, Mobile Banking provides users with utilities such as scanning the camera for payment by QR Code, security by fingerprint, FaceID, Tasks that users can perform with Mobile Banking are almost similar to Internet Banking Currently, this is the service that is used by most people because of its convenience and meets most of the needs of users (bidv.vn, 2022) SMS Banking is an electronic banking service that provides information via text messages In Vietnam today, mainly information sent via SMS Banking is a notification of balance changes in users' accounts In addition, by composing sample message syntaxes, users can perform other financial tasks and utilities through this service (bidv.vn, 2022) TAM model, also known as Technology Acceptance Model is an information system theory that models how users come to accept and use a technology Technology Acceptance Model (TAM; Davis, 1989) has been one of the most influential models of technology acceptance It identifies perceived usability and ease of use as the two main variables influencing an individual's intention to use new technology “In Vietnam, e-banking (including mobile banking) began to be known in 2000 In the early stages, this service mainly existed in the form of "phone message bank" (SMS banking), which worked through text messages on the phone After 2010, in the context of the 4.0 revolution and the popularity of smartphones, with two main operating 33 systems, Android and IOS, this service really started to develop Currently, Vietnam is a country with a young population, high rates of mobile phone and Internet usage At the same time, the State Bank has a strategy to promote and support commercial banks in digital transformation of the banking sector According to a survey by Visa Financial Services Company, e-banking services are receiving great support from Vietnamese people (with a rate of 77%) and 31% of people use them in which, the three most popular services are bill payment and online money transfer, and account inquiry According to statistics from the State Bank, as of September 2021, the total number of transactions through the interbank electronic payment system increased by 1.88% in volume and 42.58% in value, respectively ; electronic clearing and switching financial transaction system increased by 96.63% in quantity and 133.11% in value; payment via mobile phone increased from 50% - 80%/year in quantity; payment via the Internet increased by 35% - 40%/year in quantity over the same period in 2020; Mobile Banking growth rate is 200% Thus, Mobile Banking has made great progress in Vietnam, especially in recent years.” (Nguyen Thu Quynh, Nguyen Duc Xuan Lam, 2022) The covid pandemic has contributed to changing people's habits and payment needs Due to social distancing requirements, the use of electronic payment services is almost mandatory In the post-covid period, although electronic payments are no longer mandatory, people have formed the habit of paying and conducting transactions online However, there is still a large part of people who have not fully adapted to online payment There are many possible reasons for this, users not really trust online payment services, they have difficulty using their bank accounts or making transactions via e-banking, they not appreciate and trust the safety and security of mobile banking Therefore, the development of Mobile Banking services requires commercial banks to identify the factors affecting the decision to use Mobile Banking services of all customers, especially individual customers (Le Phan Thi Dieu Thao, Nguyen Minh Sang, 2012) Significance of the study Mobile Banking is still new in Vietnam with the explosion of the digital era in recent years Acknowledgement of Vietnamese customers' attitude is narrow, so that the 44 study should be able to reveal more of the customer's perspective of mobile banking in Vietnam, furthermore to the whole South East Asia region In the next 5-10 years, we will see Vietnam become a rapidly digital transformation country Digital transformation creeps into every corner of life, every aspect of society will change Also in the next 10 years, Vietnam will be different from the present, because digital life will go hand in hand with real life Due to rapid improvement of technology and digital, the research will reveal difficulties and advantages of mobile banking so that it could be improved to enhance users' experience and to adapt with the moving rapidly of technology and digital The digital transformation economy has had a significant impact on a number of industries in general and the banking and finance industry in particular Digital transformation in the financial and banking sector is understood as the integration of digitization and technology into all areas and services of the bank The application of digital technology of the banking industry has promoted the development of new payment products and services in a modern and user-friendly direction such as card payment, payment by phone, payment via the Internet Mobile Banking brings advantages to banks, such as they could gain profits from analysing customers to deliver personalized services; reduce transaction price to build loyal customers Banks can also deliver marketing campaigns to their customers via online platforms The research provides suggestions and solutions of improving online banking, as well as giving an insight about customer’s perspective From the research, banks could conduct surveys and offer new personalized services and products to customers and improve their user’s experience Banks in Vietnam should be able to improve their mobile banking applications Although online banking is gradually becoming popular in Vietnam thanks to the benefits it brings, the development and use of online banking services still face many difficulties and challenges Investing into digital technology still requires a high cost of regular manufacturing and improving, causing troubles for small and intermediate banks In contrast to how quickly technology is developing, the legal environment for digital banking is still developing slowly Limited human resources for information technology 55 leads to boundaries in developing mobile banking Security of customers is not guaranteed since bugs and internet connection are not always stable, leading to a chance of stealing information and system hacking The habit of using cash instead is still popular, especially in rural areas, where the network of banks is sparse and the intellectual level of people is not adequate to approach mobile banking services This lead to boundaries in improving mobile banking infrastructure in Vietnam Successfully developing online banking service and bringing it closer to customers is one of the important issues of banks today Accurately identifying and assessing the factors that affect customers' attitudes towards online banking services, thereby making suggestions and solutions to improve the quality of online banking services of great significance to banks in Vietnam This study aims to reveal consumers' attitudes of mobile banking, particularly in the current era of digital change The findings will significantly contribute to the current rapid development of mobile banking Through the study, future researchers could use the analysis as a reference to explore more areas in mobile banking services Thus, it could bring more benefits to customers along with traditional banking Research objective ● Vietnam has adopted mobile banking since 2000, However, with the explosion of the 4.0 digital era in 2010, E-mobile has been growing significantly Thus, it is crucial to study its target customers and market The literature also stated that consumers' actions, viewpoints, and intentions played a significant role in determining whether they would adopt new financial services based on technology ● To investigate customer’s attitude toward online banking services and their behaviors ● To identify potential customers for online and mobile banking ● To improve strengths and correct any drawbacks of online banking and mobile banking services ● To suggest new ways of using mobile banking to enhance user experience Research subjects 66 Research subjects: Consumers’ attitudes towards online and mobile banking in Vietnam Survey subjects: individual customers who have been using Mobile Banking and intend to open accounts at commercial banks in provinces and cities in Vietnam Research question The Vietnamese economy is still a cash-consuming economy when compared to developed nations Additionally, banks in industrilized nations use better technology than banks in Vietnam For Vietnamese banks today, developing resources for the delivery of mobile banking is a crucial challenge So the topics stated the following questions ● What are the kinds of customer’s attitude toward mobile banking ? ● How can banks develop their online banking services to serve more customers ? Research scope ● Spatial range: the topic is limited to the scope of research in the commercial banks in some provinces in Vietnam ● Primary data collection timeframe: 07/2022 – 10/2022 ● Secondary data collection timeframe: 2018 – 2022 II Literature review Review of previous studies Mobile Banking can be understood as an automatic digital banking service that allows users to conduct transactions online This is a service provided by banks themselves to help customers make transactions more conveniently and quickly Through the medium of a phone or tablet along with an internet connection, it is possible to download Mobile Banking apps and make virtually all transactions online (MSB, 2022) Juniper Research report states that in 2020, more than billion users in 2017 and to double to billion users by 2020 (Morris, 2013; Danny, 2017) will join the mobile banking service Since 2010, many banks in Vietnam have started to manage their own mobile banking services The number of mobile banking users in Vietnam has been increasing sharply with the providence that up to now, Sacombank's e-banking system 77 has nearly 1.8 million Internet Banking users and more than 1.6 million Mobile Banking users (Sacombank, 2019) AL AMIN, Md (2021) noted some advantageous hypotheses why more customers tend to use online banking services The first hypothesis is that usage benefits affect the users’ positive attitude toward online mobile banking According to statistics of the Ministry of Industry and Trade, in the 2016-2020 period, Vietnam's e-commerce market always grows steadily up to 30%/year In 2020, when the COVID-19 epidemic was complicated, people gave priority to online shopping over in-person shopping, creating new shopping habits According to the Government's e-commerce development plan for the period 2021 - 2025, by 2025 Vietnam will have 55% of the population participating in online shopping, 50% of the cashless payment when shopping online Currently, banks are also participating in promoting online shopping and payment with attractive incentive programs In which, BIDV also contributed with the BIDV Visa Platinum Cashback credit card product with a 6% cashback incentive (Trường Thịnh, 2020) The second one is that consumers can gain a more positive shopping experience Various activities such as gaining vouchers or special offers truly increase the user acceptance of using online mobile banking (Cruz and Laukkanen, 2010) Shuhaida Mohamed Shuhidan (2017) stated that there are types of risks related to mobile banking services The most specific risk is Performance Risk It refers to the deficiencies of mobile banking For example, most electricity devices have either limited battery life or wireless connection Therefore, when systems are suddenly disconnected or breakdown, it is understandable that consumers will be insecure in their banking accounts Apart from the study mentioned above, Internal risks of service providers are also a matter of concern that managers need to pay attention to due to two sides In terms of internal fraud, employees collude for personal financial gain through technical systems Regarding Identity theft, Employees access and exploit customer information without permission Therefore, because of the above risks, customers are easily hesitant to use electronic payments The following are researches referring to solutions to the problem of information security when customers transact online Ministry of Information and Communications of The Socialist Republic of Vietnam, 2022 (2022) noted that at the end of November 2021, Vietnam has licensed three telecommunications enterprises (VNPT), MobiFone and Viettel to pilot the use of telecommunications accounts to pay for goods and services of small value services (Mobile Money Service) Mobile Money has opened up the opportunity to close the digital divide in finance, creating opportunities for everyone to access modern and simple financial services, contributing to promoting the digital society However, along with opportunities, security risks and risks when deploying Mobile Money are problems that need to be paid due attention There are some solutions to control and overcome security risks The most useful solution today is research There is very little research on risk in Mobile Money services, as this service has just been launched in Vietnam 88 Research will help service providers understand the unique rationale of security risks, risks, frequency, patterns, responsible parties, and effectiveness of the different interventions implemented implemented to reduce risk In addition, banks need to take measures to protect customers Customer protection measures are measures taken to protect consumers and other users of the Mobile Money service from unfair practices A formal assessment of our ability to optimize customer protection, reduce operational, fraud and reputational risks can be done through a series of interviews with agents, customers, and employees company Research gaps/ similarities Evidence gap Evidence gaps are defined as resulting from studies that allow for conclusion in their own right, but are contradictory when examined from a more abstract point of view (Miles, D A, 2017) Phan Thi Hoang Yen (2022) pointed out that in digital trend banking in Vietnam, Therefore, if commercial banks not want to be knocked out of the market and become an empty link in the financial system, commercial banks need to make a change in the way they operate and provide goods and services to customers To be able to this, commercial banks need to build for themselves a strong operating model on the basis of digital technology, because only digital technology can meet the integration needs of customers quickly and safely, complete and conveniently However, such evidence is not enough because commercial banks also need to consider external factors when they want to have a strong position in the market In addition to improving service and technology quality, banks need to carefully consider the development trend of the market, especially watch out for unexpected events such as COVID-19 so that they can make decisions that are along with the strategy in the long term In addition, Phan Thi Hoang Yen (2022) also stated that customers are not satisfied with the variety of products and services provided by the bank, and have not optimally met the needs of customers The services provided are still of a mass nature, not focusing on the characteristics of the customer's industry or the specific characteristics of each region Such evidence is not really appropriate because when it comes to banking services that need to be responsive to all industries and regions, research has not shown the similarity in the development of digital banking services on the Internet worldwide with quality service in Vietnam Thus, the requirement that banking services need to be met in all fields and regions across the country is insufficiently grounded In summary, the research needs more convincing evidence to show the customer's attitude towards digital banking services in different stages Knowledge gap 99 In definition, a knowledge gap exists when desired research findings not exist (Miles, D A, 2017) Phạm Thị Kim Ngọc (2022) stated that to shorten transaction time, banks need to simplify transaction documents by integrating the maximum amount of information on each type of document For each of these types of documents, customers need to re-enter general information such as name, identification number, signature, etc In order to reduce the procedure, it is necessary to reduce the information on one type of document Thus, customers can save time filling out general information, signing documents and especially customers feel that there are few types of documents when transacting However, the problem of simplifying procedures will need to go hand in hand with how to ensure the interests of customers when problems occur Part of the reason banking procedures are complicated is that banks want to make sure they minimize any problems for customers Up to now, there has not been a specific study on the correlation between minimizing procedures at banks and ensuring the safety of electronic payments in Vietnam Therefore, more research is needed to clarify the selected topic Similar patterns between those studies Apart from the gaps between this research and previous studies, there are some similar patterns in those research mentioned below The most important thing is the research methodology applied in our studies, to be more specific, it’s data collection Chuleeporn Changchit (2019) collected data from a direct survey administered to students attending two universities in the U.S and Thailand The main target users are students who tend to be users of mobile phones, therefore applying most of mobile banking services For the United States, four hundred forty-seven (447) subjects participated in this study For the Thai subjects, four hundred (400) subjects participated in this study In our study, Eligible respondents include the majority of E-banking users aged 18-30 who are from more urbanized parts of the country and are generally more adaptive to the usage of E-banking Even though the sample size likely won’t be a complete representation of the Vietnamese population, it still includes users using mobile banking regularly Besides, in terms of measurement development, our study applies questionnaires used in Technology Acceptance Model (TAM), which have been used in previous studies (Changchit, 2019) III Theoretical framework Mobile Banking Mobile Banking is defined as an online banking service via application on smartphones , allowing customers to trade anywhere at any time With an internetconnected smartphone, customers can use some of the services provided by the bank 1010 Mobile Banking has some benefits It allows customers to track any changes in their account, which could save their time and effort Transactions could be done quickly and 24/7 Its application provides many convenient services such as linking with insurance companies, securities companies, financial companies, etc Transaction fee on Mobile Banking is also lower than traditional banks Mobile Banking still has some drawbacks Due to online platforms, safety and security are not guaranteed and customers are at risk of being hacked The procedure of using the app is still complicated for new users Thus, bugs could make the application become unstable Customer Attitude Customer attitude is defined as a composition of behaviours, beliefs and feelings toward any objects These parts are considered as a unit because of their close interdependence and collectively because they represent forces that affect how the consumer will respond to the product Xiaoyan Li and Laforet ( Customer attitude towards mobile banking and online banking in China - 2005 ) showed that there are several factors that could affect a customer’s attitude toward online and mobile banking such as “demographic, motivation and behaviour towards different banking technologies and individual acceptance of new technology A customer may have both positive belief and negative belief toward any object In addition, there might still be some neutral beliefs such as “sky is blue” Beliefs can vary depending on the situation or that person For example “ ice-cream is sweet and cold, but it is only good in summer.” Most important thing is that beliefs are not necessary to be accurate Customers hold their feelings toward any business brand or other objects These emotions can occasionally be influenced by beliefs, but some are independent from beliefs Behaviour is what a buyer intends to in relation to the object is known as the behavioural intention This might be a result of the beliefs and effects Previous research has shown that there are five key elements that contribute to customer’s attitude toward mobile banking These are usefulness, easefulness, relative advantage, perceived risk and perceived cost 1111 The following Technology Acceptance Model will help the article give an intuitive view of the factors that affect customers' attitudes towards digital banking services in Vietnam Figure 1: Technology acceptance model IV Research methodology & design Development of questionnaire To test the hypotheses from our literature review, we will create a questionnaire form and conduct a survey on the general population: The survey will be divided into two parts: ● The first part will be questions asking about the general background information of participants ● The second part will include a range of questions regarding the specifics to the variables proposed in the research model The questions will be built based on (Straub et al., 2004) for insurance of validity Questionnaires will also be given to teachers from the Banking major and a teacher in charge of the research in order to check for the content accuracy, wording, and clarity to ensure the validity of the questions and avoid any misunderstanding from potential participants Content of the survey The survey will be conducted in questionnaire forms that are designed to be simple and comprehensible using simple language in Vietnamese Items regarding the constructs of satisfaction and confirmation will be measured using a TAM model of 5-point Likert scale from (Most disagree) to (most agree) 1212 Before the interview, respondents will be briefed about the background and purpose of the survey The time and setting of the survey will also need to be considered appropriately (Time of day, respondent’s enthusiasm/willingness to participate…) ● The questions will contain parts: ● General information and background of respondent ● Opinion of their E-banking experience and ways that they want it to improve it ● The questions will be built base on these factors: ● Consumers’ attitudes/reactions toward the new payment methods compared to traditional retail ● Consumers’ expectations and major concerns of online and mobile banking; ● Psychological and demographic factors Before the survey was conducted, the questionnaire will be tested with some mobile banking users to identify any issues with the content, language and clarity and revised accordingly to their comments and suggestions Sample and data collection A sample of at least 300 respondents is expected to be interviewed from major cities in Viet Nam: Hanoi, Da Nang and Ho chi Minh city The sample size is largely based on a simple calculation of Vietnam’s population with a confidence level of 95% and margin of error of 5% which gave a result of 273 (±5) This sample size was also deemed to be adequate, with reference from sample of Comrey & Lee (1992), Sylvie Laforet & Xiaoyan Li (2005) The interview is expected to be conducted by a small group on random passersby on the streets, using convenient sampling, about their attitude and satisfaction on using Mobile/E- banking Eligible respondents include: ● Must be above 18 years of age ● Only users of E banking service will be interviewedUsers specifically must provide info about the Mobile/E-banking service that they were using People employed by financial institutions (especially those that provide E banking/Mobile banking service in their line of work) are not eligible to avoid bias, inspired by Manon Arcand, Sandrine PromTep, Isabelle Brun, Lova Rajaobelina, (2017) The method will be conducted similar to that of a consumer market poll in order to figure out the general biographic of E banking users, and from that their habit of using Ebanking Based on previously conducted research of similar nature, the interview expects 1313 to receive at least over 50% of respondents to participate in the interview, based on result of surveys with similar nature of Sylvie Laforet & Xiaoyan Li (2005) Advantages: Using a hand on approach – direct interview allows the interviewer to better control their target audience as well as to ensure the completion of the questionnaires During the in-depth interview, the researchers will objectively see the interviewer's attitude and have more control over the accuracy of the answers The results are more reliable as participants are well informed about the background of the survey and its purpose Besides the positive sides, there will be inevitable mistakes in the interview process Some disadvantages of implementing this research method will be mentioned below Disadvantages and considerations: The sample size likely won’t be a complete representation of the Vietnamese population as it addresses mostly the urban area, focusing more on big cities rather than the countryside However, it should be considered that the majority of E-banking users are from more urbanized parts of the country and are generally more adaptive to the usage of Ebanking In addition, consumers in the city are generally more wealthy and given their fast pace of life, are more likely to use E-banking methods, thus are more likely to meet our target demographic for this research The three major cities selected for the interview are meant to represent the customers from all parts of vietnam: North, Central and South Research in other less developed cities are considered but given the limited resources and time, it is unrealistic to conduct further research in said areas and interviews should focus on the regions of interest The direct method of randomly selecting respondents on the street is close to that of a convenient sampling method, thus may not guarantee complete validity from all participants from potential bias However, given the experimental nature of the interview, the results from such a method is reasonable enough for acceptance due to the already widespread usage of mobile banking as well as the results from other surveys done in similar nature 1414 Expected result ● Over 50% of respondents to the total sample, distributed semi-evenly in all three cities, over a course of time scheduled to be around months, with reference to the findings in Sylvie Laforet & Xiaoyan Li (2005) ● Cover a wide target audience ● Determine the main factors that affect user’s experiences of E-banking ● Based on results from previous studies Sylvie Laforet & Xiaoyan Li (2005), Manon Arcand, Sandrine PromTep, Isabelle Brun, Lova Rajaobelina, (2017), some information regarding the target audience can be deducted pretest We expected a similar number of respondents in all genders to participate in the interview, ensuring representation of all genders The majority of respondents are also expected to be in the working age (20-30) as realistically, people with income would tend to participate in transactions more often This is also the “Golden age” as of Vietnam’s current population structure so it is reasonable to infer such data Results of digital banking implementation at some Vietnamese commercial banks current status of digital banking development YOLO VPBank's YOLO Digital Bank was launched in September 2018 Only after nearly a month of launching, YOLO digital bank has nearly 903 registered accounts per day with a credit transaction volume and a payment transaction volume of approximately 540 transactions/day and 755 transactions, respectively transactions/day [27] According to VPBank's performance report dated June 30, 2019, the number of users has reached more than 500,000, an increase of more than 300,000 people compared to December 31, 2018, reaching a growth rate of 150% Transaction value is more than 4,000 billion VND with more than million transactions done [28] Meanwhile, in 2018, the transaction value was low at just over 300 billion VND with more than 471,000 transactions Through the growth figures of 33% in transaction value with 11% of transactions, it shows that VPBank's efforts to change arguments are on the rise and growing rapidly [28] Figure 1: Digital banking users and online transactions (users, %) 1515 Source: Compiled from VPBank's performance report in 2019 Current status of digital banking development Livebank With the goal of leading in digital banking with 24/7 automatic model, TPBank has developed LiveBank digital banking service According to statistics of U&Bank in 2019, after nearly years of establishment and put into operation, the total number of LiveBank machines nationwide has been located at nearly 150 points, the total transaction amount reached trillions of dong with about million transactions successful translation [24] Transactions are mainly done outside office hours with 60% (transactions outside office hours are consulted remotely by customers) and the remaining 40% are transactions during office hours [25] According to Visa's report on TPBank, in the first quarter of 2019, the number of cards supplied to the market by TPBank increased significantly compared to the whole market with 70% and credit card sales at 55% while the whole market for these indicators increased by 16% and 34%, respectively [25] Figure 5: Number of VTM Source: VNEXPRESS 1616 Minimize threats to internal and external validity plan: Regarding minimizing external validity threats, we should replicate a study in different time or by repeating study in different settings In the case of threats related to the artificiality of the research setting specifically, this means repeating a study in a more natural environment Replication can also reduce the threat of selection to external validity In this case, by repeating a study with different groups of subjects Threats to internal validity: Low construct validity and instrumentation can be eliminated by using valid instruments, valid manipulation methods and should be used consistently Testing can be eliminated by using a special design that is exposed to a with or without pretest Conclusion: In the trend of international economic integration and trade liberalization, digital banking services will open up many opportunities, prospects but also many difficulties and challenges for each bank In order to improve customer satisfaction in using digital banking at commercial banks, it requires the internal efforts of commercial banks, the attention and investment of the Government, economic organizations and most importantly, customer support Recommendation to increase customer satisfaction in digital banking For the government: ● Firstly, building a complete and complete legal system to facilitate digital banking services, and at the same time perfecting the legal system, mechanisms and policies to ensure consistency, understandable, and short-term use compact, ensuring the benefits of both the bank as well as the customer ● Second, focus on investing in the development of technological infrastructure, science and technology, creating a modern technical and technological environment; enhance learning and technology transfer from advanced countries, creating a solid premise for the bank to develop new technology applications Besides, it is necessary to have a strategy to train technical experts, especially in the field of information technology ● Third, there are legal regulations to help commercial banks identify and authenticate customers, from which commercial banks will be more confident and secure when deploying digital banking services and have a basis to handle when having a dispute with a customer For the State Bank: 1717 ● Firstly, promote and encourage the application of science and technology in banking operations In particular, complete and apply a legal testing framework for financial technology development ● Second, seize opportunities in international cooperation to develop banking relationships to attract and utilize investment capital, information technology from developed countries, exchange and transfer banking technology There are specific policies to encourage and promote the development of non-cash payment activities such as collection of withdrawal fees, reduction of consumption tax on high-value goods, luxury products, etc ● Third, strengthen the organization of courses or seminars for leaders, managers and relevant departments in the banking system to provide theoretical knowledge and international experience, domestic experience related to organizations operating in the field of digital business For the commercial banks: ● Expansion of digital banking operations: The expansion of digital banking operations will help customers access digital banks more easily, respond quickly and promptly, and bring greater satisfaction to customers optimal customer satisfaction The expansion of digital banking operations is an indirect solution to help customers easily access digital banking at any place, at any time, meet the diverse needs of customers, and will bring more benefits to customers optimal customer satisfaction ● Diversifying the range of digital products and services: The provision of digital banking products and services by commercial banks is widely used by customers, demonstrating the convenience of those products and also synonymous with satisfaction customer satisfaction with the services provided by commercial banks In order to improve the level of customer satisfaction, commercial banks need to have appropriate policies to best meet the needs of customers ● Improving the quality of digital banking products and services: Product and service quality is a leading factor in assessing customer satisfaction Commercial banks need to improve product quality, in addition, it is necessary to focus on improving the level of support staff when customers have problems to help customers have more choices suitable for their spending ability as well as promptly solve problems that customers encounter, thereby improving their satisfaction with products and services that commercial banks provide ● Enhancing the convenience and efficiency that digital banking brings: In order to ensure the convenience and efficiency that digital banking brings, commercial banks need to best optimize the services provided so that customers can conduct transactions easily without instructions At the same time, it is necessary to improve and integrate features with mobile phones in a more diverse way In particular, in addition to ensuring convenience, it is also necessary to ensure the 1818 accuracy of transactions such as transaction amount, transaction time, so that customers can feel secure in using digital banking services 1919 V Research schedule It takes time to comprehensively study this topic But because of resource limitations, we don't have much time to research this topic Therefore, our research is estimated to be completed within weeks of accepting your proposal We have estimated a timeline for conducting our research We have set a First Week of Proposal Writing and Proposal Acceptance Second week to create the questionnaire Third, fourth and fifth weeks for data collection Sixth week to clean, analyze and interpret data Seventh and eighth week to write the report And finally the eighth week to present, edit and submit the report Week Week Week Week Week Week Week Week Write the proposal, acceptance of the proposal Generating questionnaire Data collection Data cleaning, analysis and interpretation Report writing Report presentation, correction and submission 2020 VI References https://tapchitaichinh.vn/ngan-hang/phat-trien-dich-vu-mobile-bankingtai-cac-ngan-hang-thuong-mai-viet-nam-348305.html (Nguyen Thu Quynh & Nguyen Duc Xuan Lam, 2022) https://www.sciencedirect.com/topics/social-sciences/technologyacceptance-model (Neil Charness & Walter R Boot, 2016) https://baochinhphu.vn/chuyen-doi-so-va-cuoc-song-o-viet-nam-10-namtoi-goc-nhin-tu-chuyen-gia-102220127104614019.htm (Hien Minh, 2022) https://tapchitaichinh.vn/ngan-hang/co-hoi-va-thach-thuc-trong-phattrien-ngan-hang-so-tai-viet-nam-335492.html (Phan Thi Kim Ngan & Tran Linh Huan, 2022) Sylvie Laforet and Xiaoyan Li, 2005, Customer’s attitudes towards online and 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in economics, Banking Academy 23 Decision No 2545/QD-TTg dated December 30, 2016 of the Prime Minister approving the project to develop non-cash payment in Vietnam for the period 2016-2020 24 TPBank, 2017-2019, Report on business results of Tien Phong Commercial Joint Stock Bank in 2017-2019 Hanoi 25 TPBank, 2017-2019, Tien Phong Commercial Joint Stock Bank Annual Report 2017-2019 Hanoi 26 VPBank, 2011 Decision No 1034-2011/QD-HĐQT dated August 24, 2011 of VPBank's Board of Directors on promulgating "VPBank's organizational chart" Hanoi 27 VPBank, 2016-2019, Business results report of Vietnam Prosperity Bank in 2016-2019 Hanoi 28 VPBank, 2016-2019, Vietnam Prosperity Bank Annual Report 20162019 Hanoi 2222 ... adequate to approach mobile banking services This lead to boundaries in improving mobile banking infrastructure in Vietnam Successfully developing online banking service and bringing it closer to... online and mobile banking in Vietnam Survey subjects: individual customers who have been using Mobile Banking and intend to open accounts at commercial banks in provinces and cities in Vietnam. .. of online banking and mobile banking services ● To suggest new ways of using mobile banking to enhance user experience Research subjects 66 Research subjects: Consumers’ attitudes towards online