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This study focuses on identifying and refining a model to evaluate individual customer satisfaction with the VietinBank iPay electronic banking application in Buon Ma Thuot through quantitative analysis. The findings indicate that four key factors influence customer satisfaction: information quality, system quality, service quality, and trust. Recommendations are offered to improve the VietinBank iPay application.

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An Evaluation of Individual Customer Satisfaction with the VietinBank iPay Online Transaction Application in Buon Ma Thuot City, Dak Lak Province

  • 会议论文

  • 发表日期：

    2026年

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  • Nguyen Trinh Thanh Nguyen,
  • Nguyen Ngoc Thang,
  • Phan Van Thong,
  • Nguyen Hoang Thien Chi,
  • Nguyen Thi Thu Tuyen

摘要

This study focuses on identifying and refining a model to evaluate individual customer satisfaction with the VietinBank iPay electronic banking application in Buon Ma Thuot through quantitative analysis. The findings indicate that four key factors influence customer satisfaction: information quality, system quality, service quality, and trust. Recommendations are offered to improve the VietinBank iPay application.