Impact of perceived safety on customers' use of digital banking services at commercial banks: A case study in Vietnam

This study elaborates on the impact of perceived safety on customers’ use of digital banking services at commercial banks in Vietnam. Digital banking services emerged as a significant milestone, exemplifying the transformative growth and integration of commercial banks. By using exploratory factor analysis (EFA) and linear structural equation modeling (SEM), the study examines the impact of perceived safety on customers’ use of banking services in Vietnam. Data includes a sample of 558 customers of commercial banks. The research results show the relationship between perceived safety and service usage behavior through a mediating variable: intention to use. At the same time, the study also shows the mediating role of factors such as favorable conditions, expected efficiency, and trust in the relationship between perceived safety and customer intention to use digital banking services. This research contributes theoretically and practically by empirically showing the mediating role of the variable “intention to use” in the relationship between perceived safety and the use of banking services. The findings have practical implications for commercial banks in developing countries, especially those similar to Vietnam, providing them with insights to improve their digital banking services. Additionally, this study opens up avenues for future research. Based on these results, the study proposes several recommendations to encourage customer adoption of digital banking services at commercial banks in Vietnam.