Although author try all the best but by limitation of time, knowledge and experience so there are some limitation of research as below:
First, data for survey was collected by using convenience sampling, means that sampling based on convenience or accessibility of the object, where investigators are more likely to encounter the object. The sampling is completely dependent on the experience and understanding of the investigators so the results of study usually have subjective. So the result of further research need to be enhanced and validated by using more diversified random samples.
Second, the survey to collect data use for this research only conducted in Ho Chi Minh City, therefore it may not reflect truly for the whole Vietnamese economy system.
Further researches could conduct a survey for the whole country, it will increase reliability.
Third, because of the time-constraints and the specific conditions under which the study has been conducted, only 250 questionnaires were used to collect data and test the theoretical model used to measure quality of overall internet banking services. Although
59
the reliability and validity of the theoretical model used in the conducted study has been proven to be satisfactory, it should be accepted as a preliminary scale and tested further with higher number of respondents. Further researches should increase the number of participants and put more time and effort in doing researches that could improve the quality.
Fourth, because of the limited of money and time so the study was conducted in Vietnam. Futher research can be conducted in developing countries. Every different country will be get many different dimensions to research deeply .
Based on the results of research, the thesis hopes it will help the bank realized the big influence of information system quality for e-banking, in order to give effective solutions to develop widespread service in Vietnam.
Summary
The last chapter of this study confirms the research results again, then connecting to the realistic conditions to suggest the practical application for the bank manager. The limitations also mentioned as prerequisite for comments for further researches.
60
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APPENDIX Appendix 1
The survey of "The impact of online information system quality dimensions on
Overall Internet BankingService Quality and the Internet Banking Customer Satisfaction . An empirical study in Vietnam “
PART 1 : PERSONAL INFORMATION 1. Sex
• Male
• Female
2. How old are you ?
• 18-25
• 26-35
• 36-45
• >46
3. What is your occupation ?
• Student
• Office Staff
• Worker
• Entrepreneur / Manager
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• Retire
• Other idea:
4. How much is your average income in a month ? Under 5 millions VNĐ/month
From 5 millions- under 10 millions VNĐ/month From 10 millions –under 25 millions VNĐ/month Equal or than 25 millions VNĐ/month
5. Have you ever used internet banking services?
1 2 3 4 5
Strongly disagree Strongly agree
PHẦN 2: Đánh giá về việc sử dụng dịch vụ
STT CÂU HỎI MỨC ĐỘ
I Aesthetic 1 2 3 4 5
6 Website was designed to help you identify almost internet banking services.
7 Website's interface is spectacular, attractive
8 Simple designment of website help you make transactions quickly
II Timeline 1 2 3 4 5
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9 Time to fix the error transactions which happen quickly 10 Time to log in internet banking is short
11 Time to get result of transaction is short
III Contents 1 2 3 4 5
12 Website show all information about services of internet banking clearly and easy to understand
13 You can interrogate all your personal information and transaction information on website.
14 Functions of website satisfied almosts your needs
15 New services of internet banking were updated on website regularly
IV Ease of Use 1 2 3 4 5
16 You can use services of internet banking by many ways such as:
website or on mobile phone.
17 It’s easy step to log in to internet banking website.
18 It’s simple to be supplied internet banking services by the banks 19 It’s easy to identifyand track utilities of internet banking services
V Security 1 2 3 4 5
20 You feel trust when transaction via internet banking
21 The internet banking services which you have beeing using, supplied many layers of security when you handling a financial transaction
22 Your pesonal information and financial information are highly secured when you using internet banking services
VI Accuracy 1 2 3 4 5
23 At your using process, it’s rarely to happen problem and mistake of transmission
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24 Your transactions are handled accurately
25 Your personnal informations and transaction informations are showed particularly and accurately
VII Overall internet banking service quality 1 2 3 4 5 26 Quality of internet banking services is vere high
27 Nowaday, the services of internet banking satisfy your needs 28 The bank’s online supports help you avoid risks when the
transaction problem happen to internet banking system
VIII Satisfaction 1 2 3 4 5
29 You are satisfied with internet banking services which you using 30 You prefer to use internet banking services to use direct
transactions at the bank
31 You are going to use internet banking services in the future
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Appendix 2
No. Name Label Measure
1 AES1 Website was designed to help you identify
almost internet banking services. Scale 2 AES2 Website’s interface is spectacular,
attractive Scale
3 AES3 Simple designment of website help you
make transactions quickly Scale 4 TIM1 Time to fix the error transactions which
happen quickly Scale
5 TIM2 Time to log in internet banking is short Scale 6 TIM3 Time to get result of transaction is short Scale
7 CON1
Website show all information about services of internet banking clearly and easy to understand
Scale
8 CON2
You can interrogate all your personal information and transaction information on website.
Scale
9 CON3 Functions of website satisfied almosts
your needs Scale
10 CON4 New services of internet banking were
updated on website regularly Scale
11 USE1
You can use services of internet banking by many ways such as: website or on mobile phone.
Scale
12 USE2 It’s easy step to log in to internet banking
website. Scale
13 USE3 It’s simple to be supplied internet banking
services by the banks Scale
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14 USE4 It’s easy to identifyand track utilities of
internet banking services Scale 15 SEC1 You feel trust when transaction via
internet banking Scale
16 SEC2
The internet banking services which you have beeing using, supplied many layers of security when you handling a financial transaction
Scale
17 SEC3
Your pesonal information and financial information are highly secured when you using internet banking services
Scale
18 ACC1
At your using process, it’s rarely to happen problem and mistake of transmission
Scale
19 ACC2 Your transactions are handled accurately
Scale
20 ACC3
Your personnal informations and transaction informations are showed particularly and accurately
Scale
21 IBQ1 Quality of internet banking services is vere
high Scale
22 IBQ2 Nowaday, the services of internet banking
satisfy your needs Scale
23 IBQ3
The bank’s online supports help you avoid risks when the transaction problem happen to internet banking system
Scale
24 SAT1 You are satisfied with internet banking
services which you using Scale 25 SAT2 You prefer to use internet banking services
to use direct transactions at the bank Scale 26 SAT3 You are going to use internet banking
services in the future Scale
27 AES Aesthetics Sum of AES1, AES2 and AES3