Factors Affecting Decision to Use E-Banking Services: A Case Study of Vietnam Commercial Banks during COVID-19 Pandemic

Pham Tien Dat, Nga Phan Thi Hang


The COVID-19 pandemic has dealt a heavy blow to the economy, undeniably affecting all industries. Thus, developing E-banking services is always invested by commercial banks, applying digital technology, new technology, high technology, information, telecommunications, and technical infrastructure into products to enhance customer satisfaction. Therefore, the objective of this study is to discover the main factors affecting the decision to use E-banking services of individual customers at commercial banks in Vietnam. The authors surveyed data collected from 700 individual customers who have registered to use E-banking services at commercial banks in Vietnam analyzed to provide evidence. The study's main findings are to explore six key factors affecting the decision to use E-banking services. Six factors included perceived usefulness, perceived ease of use, trust, social influence, innovation, and communication. They had a statistically significant relationship with attitude and decision to accept E-banking services. The results from structural equation modeling (SEM) using SPSS 20.0, Amos software have revealed six factors and the level of impact on the decision to use E-banking services of individual customers. From that result, the authors gave management implications to attract individual customers to use E-banking services at commercial banks in Vietnam.


Keywords: decision, E-banking services, commercial banks, COVID-19 pandemic.

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