The findings presented above are by no means capable of covering all the perspectives of ISBA

freshmen’s habits of using Internet Banking services due to the fact that they came from an
institute of the university and in quite a limited scope. On the other hand, ISBA (Banking
Academy) is currently hosting a huge number of students coming from different cities or
provinces with various family backgrounds. I strongly confirm that a certain level of
generalisation can be inferred from the figures obtained from the questionnaire.

5.1. The frequency of using Internet Banking services

From the results as shown in Figure 1, page…, it is concluded students of both genders share a
similar proportion of Internet banking users, in which the majority have at least used Internet
Banking services once. This result is not beyond my expectation, seeing that this is highly likely
the result of the advances in technology and the Internet, so students can use various services in
the most convenient way. For example, they don’t have to go to the bank or bring an amount of
cash to transfer their money, which is now more convenient on their personal computers or
phones. The Internet is playing an important role in life. As Gupta says, customers choose
internet banking because it is convenient and has speedy action. Moreover, students can get
access to the Internet easily through websites provided by their particular banks. Banks are using
the World Wide Web to increase their customer information and delivery channels. The
advanced stage of the World Wide Web is internet banking, where customers can make their
transactions online without visiting the bank. This concept is also called branchless banking, and
it is the most powerful way to enhance customer satisfaction.(Singh and Malhotra, 2004).

However, unexpectedly, not only did two groups experience a similarity in the former discussed
issue but also in the figures for Internet Banking frequency, in which the largest segments of the
surveyed group both went to the 2-4 times per week group, and nearly 14% of both genders
didn’t use the Internet Banking services. This might be attributable to a variety of risks they may
have to deal with when using Internet banking services, including security and safety. There are
a number of ways to violate this, such as sharing of information about a customer’s bank
accounts without their permission, allowing third parties to alter bank’s or customer’s
information without their knowledge, collecting unnecessary information from the customer, and
recording of personal information of the customer and losing it due to improper security grounds
of the banks (Fernando, 2021).

Therefore, besides the positive aspect of Internet banking that the majority take advantage of, it
is also known for the potential risks that prevent these buyers from using Internet banking
services.

5.2. The kind of Internet banking services that ISBA students often use

According to the results of Figure 2, page... it is noticeable that money transfers were the most
popular service for freshmen in ISBA. As expected, students usually send more money and more
often as money transfers allow them to send and receive money faster than they would with cash.
In detail, students can buy fast food from their living room on their mobile device. They can put
all their household bills on auto-pay each month, avoiding late charges. Moreover, students can
pay friends and family quickly and efficiently by using a payment app.

In addition, the information advisory service was the least popular with freshmen. They only turn
to information consulting services when looking for ways to transfer money or pay bills, which is
their true purpose. In addition, information services are usually provided on the main website of
the bank, not the money transfer app that users use. Therefore, they will have to search for the
official website of the bank and switch back and forth between the app and the website, which is
annoying for them.

5.3. The favourite bank that provides Internet Banking services for students is

In response to the question of favourite bank in Figure 3, page... the majority of both groups
chose Vietcombank, followed by Techcombank. It is also noticeable that when it comes to
choosing an online banking account, students are often interested in both banking services and
the bank's brand name.

First, banks are often appreciated by users for their good services. Banks can provide services
such as free money transfers and diverse and fast payment services. In addition, the customer
care services are also highly appreciated, because customers will feel more comfortable when
their problems are received and resolved quickly.

Second, students are also interested in the bank's brand name. Aaker (1997) also narrates that if
companies want a good brand image, they must be excellent in providing services, organizing,
and must be anxious about product delivery. Furthermore, if companies want an excellent brand
image, they must build brand identity. In fact, banks often build their brand in many different
ways, but the most prominent is by providing customers with good services. They can use social
media or TV advertising to bring their brand closer to users.

5.4. The amount of money spent by students on Internet Banking transactions each month

According to the findings in Figure 5, page…, Free ranked first, as students didn’t need to pay a
fee for their transactions via Internet Banking. Today, banks are gradually making money
transfers free as a way to improve banking services. In fact, very few customers are willing to
fork out a fee when they transfer money. For example, customers are more willing to buy a high-
cost item with free shipping than a very cheap item with a high delivery fee. In addition, for
customers who transfer money several times a week, they may incur a large number of transfer
fees.

References

Aaker JL (1997) Dimensions of brand personality. Journal of Marketing Research 34: 3347-

3357.

M. Gupta, R. Rao, and S. Upadhyaya (2008) Electronic Banking and Information Assurance
Issues Advances in Banking Technology and Management: Impacts of ICT and CRM.

E-Banking: A Review of Database Security Issues, Fernando, K., 2021.

Singh B, Malhotra P (2004) Adoption of Internet banking: An empirical investigation of Indian

banking Sector. Journal of Internet Banking and Commerce 9: 9909-9905.