A study on factors affecting customer’s decision to use e-banking services at Commercial banks in Vietnam

z

z

STATE BANK OF VIETNAM

BANKING ACADEMY

FACULTY OF FOREIGN LANGUAGES

~~~~~~*~~~~~~

GRADUATION THESIS

A STUDY ON FACTORS AFFECTING CUSTOMER’S

DECISION TO USE E-BANKING SERVICES AT COMMERCIAL

BANKS IN VIETNAM

Student: To Minh Phuong

Class: K20ATCA

Academic year: 2017 – 2021

Student ID: 20A7510142

Supervisor: Ms. Dinh Thi Bac Binh (MA)

Hanoi, May 2021

i

CETIFICATE OF ORIGINALITY

This dissertation is my personal work, carried out under the scientific

guidance of Ms Dinh Thi Bac Binh .The data in the tables for analysis and

evaluation are collected from different sources with clearly stated origins.

I am fully responsible for this guarantee.

Research Student

To Minh Phuong

ii

ACKNOWLEDGE

The process of completing the graduation thesis is the most important stage in every

student's life. The thesis is the premise to equip me with valuable knowledge before

starting a career.

First of all, I would like to express the deepest and sincerest gratitude to Ms. Dinh

Thi Bac Binh. I’m so thankful for her enthusiastic help and guidance in scientific

thinking and working which are valuable suggestions for me to be able to complete

this thesis.

I would like to express my sincere thanks to all the teachers of the Faculty of

Foreign Languages who have enthusiastically taught and equipped me with the

necessary knowledge during my time in the lecture hall.

Due to the lack of experience as well as the limitations of knowledge, the essay will

inevitably have shortcomings. I look forward to receiving comment and suggestions

teachers to improve the essay.

Finally, I respectfully wish teachers good health, success and happiness.

iii

TABLE OF CONTENTS

CETIFICATE OF ORIGINALITY ........................................................................ i

ACKNOWLEDGE................................................................................................... ii

TABLE OF CONTENTS........................................................................................ iii

LIST OF ABBREVIATION................................................................................... vi

LIST OF TABLES ................................................................................................ viii

LIST OF FIGURES ................................................................................................ ix

ABSTRACT...............................................................................................................1

CHAPTER 1: INTRODUCTION............................................................................2

1.1. Introduction......................................................................................................2

1.2. Background of the study .................................................................................2

1.3. Objectives of the study ....................................................................................2

1.4. Significance of the study..................................................................................2

1.5. Scope and limitation of the study ...................................................................3

1.6. Definition of terms...........................................................................................3

CHAPTER 2: LITERATURE REVIEW OF E-BANKING AND CONSUMER

BEHAVIOR...............................................................................................................4

2.1. Literature review .............................................................................................4

2.2. Theoretical and Conceptual framework........................................................5

2.2.1. E-banking ...................................................................................................5

2.2.2. Consumer behavior .....................................................................................9

2.2.3. Factors influence Customer’s decision to use E-banking.......................11

CHAPTER 3: RESEARCH METHODOLOGY ................................................14

iv

3.1. Locale of the study.........................................................................................14

3.2. Research design..............................................................................................14

3.2.1. Primary data ..............................................................................................14

3.2.2. Secondary data ..........................................................................................14

3.3. Data gathering procedures ...........................................................................14

3.4. Sampling description....................................................................................14

3.5. Research Instrument .....................................................................................15

3.5.1. Questionnaire ............................................................................................15

3.5.2. SPSS Statistic.............................................................................................16

3.6. Statistical treatment of data..........................................................................18

CHAPTER 4: FINDINGS AND DISCUSSION ...................................................20

4.1. The development of E-banking at Commercial Banks in Vietnam ..........20

4.2. Questionnaire-based data analysis...............................................................25

4.2.1. Assessing the influence of demographic characteristics on Customer’s

intention to use E-banking..................................................................................26

4.2.2. The factors involving customers' perception in their choice of

E banking.............................................................................................................27

4.2.3. Evaluate the scale’s reliability and the relationship between independent

variables and intention to use E-banking...........................................................32

4.3. Discussion .......................................................................................................37

CHAPTER 5: RECOMMENDED SOLUTIONS TO DEVELOP

E-BANKING............................................................................................................40

5.1. Recommendations for Commercial Banks..................................................40

5.1.1. Solutions to increase the level of Social influence ..................................40

5.1.2. Recommendation for Security reinforcement ..........................................40

v

5.1.3. Suggested solution to improve Convenience ............................................40

5.1.4. Suggested solution for enhancing Ease of use ........................................41

5.2. Recommendations for State Bank (SBV) ....................................................41

CONCLUSION........................................................................................................43

REFERENCE ..............................................................................................................

LIST OF APPENDICES.............................................................................................

vi

LIST OF ABBREVIATION

ACRONYMS WORD’S MEANING

E-banking Electronic Banking

IB Internet Banking

MB Mobile Banking

IT Information Technology

ATM Automatic Teller Machine

UTAUT Unified theory of acceptance and use of technology

TRA Theory of reasoned action

TAM Technology Acceptance Model

EFA Exploratory Factor Analysis

PIN Personal identification code

SPSS Statistical Package for the Social Sciences

Techcombank Vietnam Technological and Commercial Joint Stock

Bank

BIDV Bank for Investment and Development of Vietnam

Agribank Vietnam Bank for Agriculture and Rural Development

Vietcombank Joint Stock Commercial Bank for Foreign Trade of

Vietnam