Satisfacción del cliente en el sector de la banca digital en Vietnam: un enfoque de meta-caso

As the digitalization of financial services increases, it is the customers who benefit, and the banks have more capacity to enhance the experience and digital satisfaction of their target customers. The paper focuses on an important issue of the Vietnamese banking system. It is the process of digital transformation through applying leading fintechs to their core banking platform. Therefore, the main objective of this research is to explore the possible relationship between customer satisfaction with digital banking services and the other observed variables due to the theory of SERVQUAL. This study reaffirms and adds to the measurement scale system of customer satisfaction concepts while experiencing digital banking services. This helps researchers in the banking sector of Vietnam and around the world have a scale to conduct their researches on customer satisfaction. The author also uses quantitative analysis for a random sample survey within the banking network of Northern region of Vietnam (290 samples in total). Descriptive analysis, reliability analysis of scale, exploratory factor analysis, or multiple regression analysis all provide better perspectives on the relationship between customer satisfaction and the digital services that banks are offering. The major findings of the study involve the fact that focusing on minimizing response time to customers' inquiries and individualizing services to each one of them are the things that the digital banks in Vietnam need to do beforehand. To conclude, the roles of tangibles and responsiveness in the digital banking services can only be examined much more thoroughly in the upcoming researches while this one cannot.   Keywords: Customer satisfaction; Customer loyalty; Digital bank; E-banking service; VietnamA medida que aumenta la digitalización de los servicios financieros, son los clientes los que se benefician y los bancos tienen más capacidad para mejorar la experiencia y la satisfacción digital de sus clientes objetivo. El documento se centra en un tema importante del sistema bancario vietnamita. Es el proceso de transformación digital mediante la aplicación de fintechs líderes a su plataforma de banca central. Por lo tanto, el objetivo principal de esta investigación es explorar la posible relación entre la satisfacción del cliente con los servicios de banca digital y las demás variables observadas debido a la teoría de SERVQUAL. Este estudio reafirma y suma al sistema de escalas de medición los conceptos de satisfacción del cliente al experimentar los servicios de banca digital. Esto ayuda a los investigadores del sector bancario de Vietnam y de todo el mundo a tener una escala para realizar sus investigaciones sobre la satisfacción del cliente. El autor también utiliza un análisis cuantitativo para una encuesta de muestra aleatoria dentro de la red bancaria de la región norte de Vietnam (290 muestras en total). El análisis descriptivo, el análisis de confiabilidad de escala, el análisis factorial exploratorio o el análisis de regresión múltiple brindan mejores perspectivas sobre la relación entre la satisfacción del cliente y los servicios digitales que ofrecen los bancos. Los principales hallazgos del estudio involucran el hecho de que centrarse en minimizar el tiempo de respuesta a las consultas de los clientes e individualizar los servicios para cada uno de ellos son las cosas que los bancos digitales en Vietnam deben hacer de antemano. Para concluir, los roles de los elementos tangibles y la capacidad de respuesta en los servicios bancarios digitales solo pueden examinarse mucho más a fondo en las próximas investigaciones, mientras que esta no puede.   Palabras Clave: La satisfacción del cliente; La lealtad del cliente; banco digital; servicio de banca electrónica; Vietna

Employee Engagement in Finance - Banking Organizations in Vietnam: a Meta-Case Approach

Purpose: The research objective of this article is to approach the diverse situations of commercial banks in Vietnam in examining employee engagement in order to create effective employee classes in performing tasks. This, in turn, ensures the stability in growth and creates a proud and traditional organizational culture.   Theoretical framework: The study has reviewed and selected the core contents of previously published studies globally to come up with its own research framework with Employee Engagement latent variable as the center, and other 7 main observed variables. At the same time, the study uses two groups of latent variables, JS and EA, respectively, to refer to job satisfaction and external attractive factors for employees of commercial banks in Vietnam.   Design/methodology/approach: Research designed in an inductive manner. However, conducting the research through a mixed method is still necessary for better conclusions. The author approached some typical commercial banks at once (also called, the meta-case approach, which includes the traditional approaches to Multiple Regression analysis and new assumptions in the approach, along with SEM-CB analysis).   Findings: Research has shown a relationship between the latent variables, Employee Engagement, Job Satisfaction and External Appeals. The correlation between variables in assumed cases show the importance of different groups of factors affecting the ultimate goal of the human resource management process in commercial banks. It is the loyalty to the organization of the employees. In particular, the outstanding factors that can be further analyzed are Promotion opportunities, Moral standards ​​and Organizational brand.   Research, Practical & Social implications: The study is a good reference for the system of commercial banks, especially with the unique characteristics of commercial banks in Vietnam. In addition, having loyal employees creates enduring businesses.   Originality/value: The research has been conducted by the author, ensuring standards of research and ethical factors in publication. It contributes additional material to specialized research in Management, Human Resources and Business in general

On Intriguing layer-wise properties of robust overfitting in adversarial training

Adversarial training has proven to be one of the most effective methods to defend against adversarial attacks. Nevertheless, robust overfitting is a common obstacle in adversarial training of deep networks. There is a common belief that the features learned by different network layers have different properties, however, existing works generally investigate robust overfitting by considering a DNN as a single unit and hence the impact of different network layers on robust overfitting remains unclear. In this work, we divide a DNN into a series of layers and investigate the effect of different network layers on robust overfitting. We find that different layers exhibit distinct properties towards robust overfitting, and in particular, robust overfitting is mostly related to the optimization of latter parts of the network. Based upon the observed effect, we propose a robust adversarial training (RAT) prototype: in a minibatch, we optimize the front parts of the network as usual, and adopt additional measures to regularize the optimization of the latter parts. Based on the prototype, we designed two realizations of RAT, and extensive experiments demonstrate that RAT can eliminate robust overfitting and boost adversarial robustness over the standard adversarial training

Optimal generation for wind-thermal power plant systems with multiple fuel sources

In this paper, the combined wind and thermal power plant systems are operated optimally to reduce the total fossil fuel cost (TFFC) of all thermal power plants and supply enough power energy to loads. The objective of reducing TFFC is implemented by using antlion algorithm (ALA), particle swarm optimization (PSO) and Cuckoo search algorithm (CSA). The best method is then determined based on the obtained TFFC from the three methods as dealing with two study cases. Two systems with eleven units including one wind power plant (WPP) and ten thermal power plants are optimally operated. The two systems have the same characteristic of MFSs but the valve loading effects (VLEs) on thermal power plants are only considered in the second system. The comparisons of TFFC from the two systems indicate that CSA is more powerful than ALA and PSO. Furthermore, CSA is also superior to the two methods in terms of faster search process. Consequently, CSA is a powerful method for the problem of optimal generation for wind-thermal power plant systems with consideration of MFSs from thermal power plants