Trust Dynamics and Perceived Risk in Mobile Banking: Insights from the Financial Sector in Vietnam

Wissem Ajili Ben Youssef, Najla Bouebdallah and Thi Viet Ha Pham

Chapter 6 in Innovating Finance for a Sustainable Future:Integrating FinTech, Blockchain and Generative AI, 2026, pp 171-198 from World Scientific Publishing Co. Pte. Ltd.

Abstract: In today’s rapidly evolving digital finance landscape, mobile banking is transforming the way financial transactions are conducted. This study investigates the key factors influencing mobile banking adoption in Vietnam, with a particular focus on perceived risk and trust within the framework of the Technology Acceptance Model (TAM). Using data collected from 355 respondents, we employed structural equation modeling to test hypotheses related to perceived usefulness, ease of use, risk, and trust. The findings confirm that while traditional TAM constructs significantly influence adoption, perceived risk and trust are also critical in shaping user behavior. Notably, perceived risk exerts a more decisive influence than trust, which has a more indirect effect on adoption decisions. These insights suggest that banks and fintech firms should prioritize intuitive, user-friendly mobile interfaces and proactively address user concerns through transparent communication and educational outreach. Furthermore, the study emphasizes the importance of robust regulatory frameworks in enhancing security and consumer protection in mobile banking. These measures are crucial for fostering trust and promoting broader adoption in emerging digital economies, such as Vietnam.

Keywords: Generative Artificial Intelligence; Technology–Organization–Environment (TOE); ESG Factors; Sustainability; Blockchain; Supply Chain Finance; Trade Finance; FinTech; Customer Loyalty; Mobile Banking; Perceived Risk; Trust; Personalization; Digital Banking Adoption; Customer Behavior; Digital Innovation; Retail Banking; CSR; Foreign Ownership; Digital Transformation; Bank Performance; Big Four; Auditing; Intention to Use; Risk Assessment; Risk Mitigation; CAMELS-Based Framework; Banking; Qualitative Approach; Quantitative Approach; Case Study; Vietnam Banking Sector (search for similar items in EconPapers)
JEL-codes: G21 G23 G28 O33 Q56 (search for similar items in EconPapers)
Date: 2026
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