Technology Acceptance and Future of Internet Banking in Vietnam

Le Duc Toan (), Nguyen Huu Phu (), Ho Van Nhan (), Ho Thi Phi Yen (), Nguyen Quang Tam () and Le Nguyen Ngoc Anh ()
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Le Duc Toan: Duy Tan University (Vietnam)
Nguyen Huu Phu: Duy Tan University (Vietnam)
Ho Van Nhan: Duy Tan University (Vietnam)
Ho Thi Phi Yen: Duy Tan University (Vietnam)
Nguyen Quang Tam: Duy Tan University (Vietnam)
Le Nguyen Ngoc Anh: La Trobe University (Australia)

Foresight and STI Governance (Foresight-Russia till No. 3/2015), 2018, vol. 12, issue 2, 36-48

Abstract: The technology acceptance model (TAM) has long been applied to investigate consumer attitudes towards novel solutions and identify incentives that increase their willingness to adopt them. A cumulative tradition has already been developed in this stream of research. Using a modified TAM model, the authors explore factors that affect the intention of Vietnamese banks and their clients to adopt internet banking services. Currently, there is a number of factors hindering the diffusion of internet banking, particularly the underdevelopment of the technological infrastructure, the lack of investment, and the habits of the majority of providers and consumers of services to interact via traditional formats. The study finds out that the adoption of internet banking could be encouraged by perceived usefulness, perceived ease of use, and, finally customer satisfaction. Among the important factors to ensure these conditions are an advanced customer support system, user-friendly interface, promptness of services, and transparency of banking operations. Among the recommendations put forward by the authors, special attention is given to the requirements for the skills of bank personnel, the need for continuous training, and the establishment of targeted strategic indicators at the public level that facilitate the embeddedness of internet banking in the life of Vietnamese society.

Keywords: Internet banking; Technology Acceptance Model (TAM); perceived usefulness; perceived ease of use; customer satisfaction; intention to adopt; Vietnam (search for similar items in EconPapers)
JEL-codes: D12 G21 L86 (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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