Factors Affecting the Intention to Use Digital Banking Services: A Case Study on Elderly Customers in Vietnam

Tran Thi Thanh Nga
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Tran Thi Thanh Nga: University of Finance – Marketing, Ho Chi Minh City, Vietnam

HSE Economic Journal, 2023, vol. 27, issue 2, 270–289

Abstract: Based on Technology Acceptance Theory (TAM) and Linear Structural Model (SEM), the author predicts factors affecting the intention to use digital banking of customers from 50 years old in Vietnam. For this study, 350 valid responses out of 398 survey participants have been collected and utilized for data analysis, digital banking are found easy to use, helpful, reliable, and less risky for elderly customers, which might increase the elderly’s demands and intentions to use them. Regarding the behaviors of elderly customers, this study will provide an insight into elderly customers’ expectations accessing digital banking services during the COVID-19 pandemic in emerging markets. Furthermore, the researcher proposes an integrated model to predict behaviors and examines main.

Keywords: digital banking; elderly; SEM; Technology Acceptance Theory (search for similar items in EconPapers)
JEL-codes: G21 G41 (search for similar items in EconPapers)
Date: 2023
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