Assignment Akien2

Table of contents

Chapter 1: INTRODUCTION 4

1.1. Rationale 4

1.2. Research objective 5

1.3. Research methodology 5

1.3.1. Data collecting 5

1.3.2. Data processing 6

1.4.Scope 6

1.5. Structure of the dissertation 6

2.1- Concept and role of E-Banking service at Commercial Bank 8

2.1.1- Concept of E-Banking 8

2.1.2. Types of E-Banking Service 8

2.1.3. Benefits of E-Baking Services 11

2.2- The success evaluation of E-Banking services 13

2.2.1.Definition of Service 13

2.2.2.Factors influencing the success of E-Banking Services at commercial banks 13

CHAPTER 3- GENERAL SITUATION OF E-BANKING IN VIETNAM 18

3.1.Overview of E-Banking in Vietnam 18

3.2. Advantages and difficulties of E-Banking in Vietnam 20

3.2.1- Advantages 20

3.2.2 Difficulties 26

3.2.3- Risks of E-baking in Vietnam 27

CHAPTER 4: OVERVIEW & E-BANKING SERVICE OF LIEN VIET POSTBANK 32

4.1. General Introduction 32

4.1.1- Name, Headquarter and Scale 32

4.1.2- Timeline of Development 32

4.1.3. Organization structure 33

4.1.4- Mission, Vision and Business philosophies 33

4.1.5. Business performance in recent years (2008-2012) 34

CHAPTER 5: DATA COLLECTION AND ANALYSIS 41

5.1. Data collection 41

5.2. Data analysis 43

5.2.1. The relationship between the age, gender and income of customers surveyed 43

5.2.2.The relationship between mean score of critical success factors’ dimensions and features 45

CHAPTER 6: RECOMMENDATIONS AND CONCLUSION 61

6.1 Recommendations 61

6.1.1- Organization 61

6.1.2- Technical staff 61

6.1.3 Structure and advanced technical infrastructure 62

6.1.4- Strategy 62

6.1.5. Advertising 63

6.1.6. – Bank performance 63

6.1.7- Other recommendations 64

6.2- Prospects of E-Banking in Lien Viet PostBank in near future 65

REFERENCES 69

APPENDIX A 70

APPENDIX B 76

LIST OF FIGURES

Figure 2.1: Elements of Quality in E-Banking 16

Figure 2.2: Factors influencing E-Banking Service 17

Figure...