Information of the doctoral thesis: “Developing digital banking services of Vietnam Joint Stock Commercial Bank for Industry and Trade”

Supervisor Assoc, Prof, Dr. Tran Trong Nguyen and Dr. Ho Thi Huong Mai, training institution Ho Chi Minh National Academy of Politics.

New contributions of the dissertation:

1. Formulating a theoretical framework based on management functions: The dissertation integrates the economic management approach into the theoretical framework for developing digital banking services (DBS) in commercial banks, thereby clarifying the managerial role of bank leaders and the management tools employed throughout the service development process-from planning, organizing and implementing, to monitoring and supervising the execution of plans.
2. Developing qualitative and quantitative evaluation criteria: Based on the research objectives, the dissertation establishes a set of qualitative and quantitative indicators to measure the level of digital banking service development, which can be applied to commercial banks in general.
3. Proposing and estimating a three-variable regression model: The model quantifies the impact of technological factors, investment levels, and digital service penetration on the financial performance of commercial banks, affirming the positive relationship between digital service development and financial efficiency.
4. Providing an empirical picture of the development process of digital banking services at Vietnam Joint Stock Commercial Bank for Industry and Trade (VietinBank) during 2018-2024 from a management function perspective, based on both primary and secondary data: Using evidence from a survey of 445 VietinBank customers and empirical analysis, the dissertation measures customer satisfaction with digital banking services. It further employs this dataset in a regression model to quantify and confirm the positive influence of technology, investment level, and service penetration on VietinBank's financial performance. The dissertation identifies key results, limitations, and underlying causes as a foundation for proposing solutions.
5. Developing viewpoints, orientations, and a roadmap for VietinBank's digital banking service development to 2030, with a vision toward 2045: The dissertation proposes a transformation roadmap and solution groups for developing VietinBank's digital banking services in the new context, along with recommendations for risk management aligned with the digital transformation trends in the banking sector.
6. Policy implications: Drawing on international experience and VietinBank's practical development of digital banking services, the dissertation provides recommendations for the Government and the State Bank of Vietnam on improving the legal framework, strengthening digital infrastructure, and promoting bank-fintech partnerships in digital banking service development.