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Technology Acceptance and Future of Internet Banking in Vietnam

Author

Listed:
  • 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))

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.

Suggested Citation

  • Le Duc Toan & Nguyen Huu Phu & Ho Van Nhan & Ho Thi Phi Yen & Nguyen Quang Tam & Le Nguyen Ngoc Anh, 2018. "Technology Acceptance and Future of Internet Banking in Vietnam," Foresight and STI Governance (Foresight-Russia till No. 3/2015), National Research University Higher School of Economics, vol. 12(2), pages 36-48.
    • Handle: RePEc:hig:fsight:v:12:y:2018:i:2:p:36-48
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    References listed on IDEAS

    as
    1. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    2. Blut, Markus, 2016. "E-Service Quality: Development of a Hierarchical Model," Journal of Retailing, Elsevier, vol. 92(4), pages 500-517.
    3. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    4. Bauer, Hans H. & Falk, Tomas & Hammerschmidt, Maik, 2006. "eTransQual: A transaction process-based approach for capturing service quality in online shopping," Journal of Business Research, Elsevier, vol. 59(7), pages 866-875, July.
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    Cited by:

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    More about this item

    Keywords

    Internet banking; Technology Acceptance Model (TAM); perceived usefulness; perceived ease of use; customer satisfaction; intention to adopt; Vietnam;
    All these keywords.

    JEL classification:

    • D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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