Influential Factors on Intention to Use Internet Banking Among Young Adult Customers in Vietnam

Abstract

Many Vietnamese banks have embarked on online banking services to offer enhance service to existing customers and attract new ones. Beside the traditional type of banking services, customers today require more personalized products and services, and access to such services without time and space restriction. Although there is no panacea for banks to stay competitive, Internet banking (IB) is one of the advanced information technologies they can put to use to reach a high level of customer services. This study examines the factors that influence on consumer’s intention to use internet banking in Vietnam. Theory was developed to detect factors that would impact on the adoption of Internet banking. The research framework based on the extension of Technology Acceptance Model (TAM) and includes Perceived usefulness, Perceived ease of use, Trust, Government support, Social influence and Intention of using IB. The result from data analysis reveals that most of the hypotheses proposed in this study are supported, except the hypothesis about the influence of perceived usefulness. The results also provided strong and considerable evidence that perceived ease of use plays significant roles on the adoption IB. Trust has significant positive effect on intention of using IB, government support and social influence are play important roles in the intention to use IB of Vietnamese cudtomer.