group work project research method topic investigating factors influencing the intention to use digital banking among citizens in ho chi minh city

Through the observations and preliminary statistics mentioned, the transformation from traditional banking to digital banking is no longer an option but an inevitable need of banks, in w

Subjects of Stud ys cece ee Hà Ho tk HH TH HH tá kg 12 5ệ ) co nh

People intend to use digital banking

320 people live and work in Ho Chi Minh

- Why do people choose to use Digital Banking?

- What factors influence the intention and behavior of using digital banking and how much impact does it have?

- Which factors influence the most, which factors affect the least intention to use digital banking?

- What are the advantages and disadvantages of digital banking?

2.1 An overview of the intention to use digital banking

Intention is the factor used to evaluate the ability of the individual to carry out the behavior carried out in pursuit of a goal According to Ajzen (1991), intention 1s motivating and demonstrates an individual's willingness to perform a particular behavior Intention is considered to "include motivational factors that influence the behavior of each individual, which indicate the level of willingness or effort that each individual will expend to commit the behavior.” The intention is motivating and demonstrates an individual's willingness to perform a particular behavior Ajzen also emphasizes that

"when people have stronger behavioral intentions, they are more inclined to perform behaviors."

Intention is a clear expression of behavior about the concern, which is the final turing point in the decision-making process, in fact when the intention has been established, the rate of decision making is very high because in the process of forming the intention, individuals have considered many factors to establish the final intention and step unless the intention is changed before an action occurs (Ajyzen & Fishbein, 1980)

According to the authors, the concept of intent is an important factor in evaluating future consumer capabilities It may promote or hinder the consumption or use of certain products, services or brands According to research, in addition to the two factors that influence an individual's behavioral intentions, attitude and subjective norms, cognitive control of behavior is the factor mentioned Cognitive control of behavior reflects how easy or difficult it is to perform the behavior and whether it is controlled or restricted

2.1.2 The concept of intention to use:

According to Davis (1989-1993), user intent is the perception of a tendency or ability to decide whether to use a service or system User intent is assessed through the aspect of driving demand, the ability to recommend the system to others, perception of whether to use the service or the tendency to continue using the service from awareness

According to the concepts of Ajzen, Davis et al (1989) both recognize that consumer intent relates to the customer's wants and needs in choosing related products, services, suppliers, and places of purchase The customers will have intentions depending on the characteristics of each customer, requirements, purposes different

The study by Zhang et al (2012) also confirms that intention to use is a very important concept in research and also the most important factor determining practical use

In Marketing, Philip Kotler (1999) argues that consumer intentions are often influenced by groups of external factors (cultural factors, social factors) and groups of internal factors (psychological factors, personal factors)

Accordingly, the research team found that user intent is the ability of a person to make a decision about a product or service so that they can make their intention to perform certain behaviors for the product/service according to future wants and needs User intent is assessed through the aspect of driving demand, the ability to recommend the system to others, perception of whether to use the service or the tendency to continue using the service from awareness

Digital Banking brings many benefits to customers and there is a transformation of all banking activities and services into the digital environment (Anggraeni et al., 2021)

Digital banking is used by many banks to deal with fierce competition (Alalwan, Dwivedi, & Rana, 2017) This banking system includes electronic services through digital devices such as phone banking, SMS banking, mobile banking, and online banking (Sardana & Singhania, 2018) Customers can conduct banking transactions over the phone where the customer contacts the bank's contact center The bank has provided dedicated staff who will execute customer transactions or automated programs that can interact with customers to execute customer transactions

According to Chris (2014), digital banking is a banking operating model in which operations are mainly based on electronic and digital platforms and data, which 1s the core value of banking operations Digital banking is known as banking based on financial applications or website platforms Digital banking allows most transactions like at a regular bank online via the Internet Digital banking is a trend that all transactions can be made on applications or website platforms, not just money transfers or simple transactions like e-banking This is almost the trend of the global banking market and is a "hot" topic, receiving a lot of attention from scholars and financial experts in Vietnam

In common terms, digital banking is a bank that operates online and provides its customers with services that were previously only available at bank branches (McKinsey's 2020 Global Banking Review)

Digital Banking offers all its services online, eliminating all paperwork such as checks, payment slips, drafts, etc These banks will operate like any other scheduled commercial bank and will lend in addition to recetving deposits (Erick Massey, 27 jul

Digital banking is a new, higher level of development in banking activities with the outstanding feature that all communication relationships with customers as well as internal processing processes are carried out on platforms, digital channels with the support of new business models, digital technology, innovative solutions (Journal of Banking Science & Training- Issue 240- May 2022)

=> According to the authors, the concept of Digital Banking can be understood as a newer level of development in banking activities Digital Banking is an online form that can perform all banking activities and services through the internet Digital banking allows most transactions like at a regular bank online via the Internet Transactions only need a few simple steps, use anytime, anywhere and do not have to move or wait at branches or banking departments, avoiding related paperwork With digital banking, everyone only needs the bank's application or website to use features such as: online registration, depositing money into accounts, financial management, payment, money transfer (domestic and foreign), bank loan, savings, Therefore, they have absolute confidentiality of safe information under the strict supervision of the bank

Digital banking is being popularly used by everyone, becoming a worldwide trend

As a truly beneficial solution that helps users save maximum time and effort when trading, at the same time, protect user assets with modern security methods:

- Simple, easy-to-manipulate transactions: With just a smartphone banking app, you can make any transaction Currently, banking applications are simplified transaction steps and bring a good experience to users

- Save time for customers: Using digital banking becomes simpler and faster than ever, customers can perform all banking services at any time and anywhere whether at home, office or abroad For busy customers who do not have time to go to the transaction counter or have a large amount of transaction money, digital banking is a very necessary solution

- Cost savings: Not only saving time, digital banking also helps customers reduce costs in all transactions such as money transfer fees, monthly account maintenance fees, ATM withdrawal fees

- High accuracy: Customers can make and confirm transactions with high accuracy, quickly, all information is notified about the application or message This information is stored in the history section, convenient for customers to find and look up with related problems

- High security: All transaction activities are enhanced to build many layers of security with advanced security technology (username, password and OTP security code) sent in the form of messages to customers' own phone numbers is a common and effective mechanism This three-layer security system is widely used to ensure the absolute safety of customer assets

2.1.5 The development of digital banking in Vietnam:

In 2016, Vietnam's economy is on the rise, starting to face the opportunities and challenges of technology, the development process of digital banking of commercial banks

- Digitization stage: This is the period when banks will change traditional and manual services and processes to digital, online or computer processes by using technology into individual processes in operations

- Digital transformation: During this phase, banks begin to digitize their entire banking operations

Research Quesfions: nh ng k1 2111111111 k kết 12 1.7, Research ẽayout(: - L0 n1 n9 1n HT HH1 tk tàu 12 Chương2: RA TIONALE LH HH HH H1 kh khay 13 2.1 An overview of the intenfion to use digital banking - eect ene 13

Benefits of digital banking: 000000000000 ốốằ

Digital banking is being popularly used by everyone, becoming a worldwide trend

As a truly beneficial solution that helps users save maximum time and effort when trading, at the same time, protect user assets with modern security methods:

- Simple, easy-to-manipulate transactions: With just a smartphone banking app, you can make any transaction Currently, banking applications are simplified transaction steps and bring a good experience to users

- Save time for customers: Using digital banking becomes simpler and faster than ever, customers can perform all banking services at any time and anywhere whether at home, office or abroad For busy customers who do not have time to go to the transaction counter or have a large amount of transaction money, digital banking is a very necessary solution

- Cost savings: Not only saving time, digital banking also helps customers reduce costs in all transactions such as money transfer fees, monthly account maintenance fees, ATM withdrawal fees

- High accuracy: Customers can make and confirm transactions with high accuracy, quickly, all information is notified about the application or message This information is stored in the history section, convenient for customers to find and look up with related problems

- High security: All transaction activities are enhanced to build many layers of security with advanced security technology (username, password and OTP security code) sent in the form of messages to customers' own phone numbers is a common and effective mechanism This three-layer security system is widely used to ensure the absolute safety of customer assets.

The development of digital banking in Vietnami: eee 17 2.1.6 Opportunifies and challenges of digital banking: ees 18 2.1.7 Differences between digital banking and regular banking

In 2016, Vietnam's economy is on the rise, starting to face the opportunities and challenges of technology, the development process of digital banking of commercial banks

- Digitization stage: This is the period when banks will change traditional and manual services and processes to digital, online or computer processes by using technology into individual processes in operations

- Digital transformation: During this phase, banks begin to digitize their entire banking operations

- Digital remvention: This is a period when banks combine technology and digital platforms like never before Digital reinvention in banking requires banks to fundamentally redefine the way they interact with customers and stakeholders

Vietnam is in the early stages of digital transformation, most banks in Vietnam have digital transformation strategies and development orientations for digital banking Up to 96% of banks have been building development strategies based on 4.0 technologies: Nam

A Commercial Joint Stock Bank (Nam A Bank) has launched a digital transaction space integrating a modern equipment ecosystem, applying artificial intelligence with the appearance of OPBA Robot and VTM OPBA digital branch; Orient Commercial Joint Stock Bank (OCB) has built OCB OMNI channel

In addition, many banks are starting to implement digital banking at the process and communication channel level, with only a few banks digitally transforming at the data platform Some banks have completed automatic transaction systems and applications such as Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV), Vietnam Technological and Commercial Joint Stock Bank (Techcombank), Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank), In addition, some banks have applied artificial intelligence, 24/7 consulting services via websites and social networks

On May 11, 2021, the Governor of the State Bank of Vietnam issued Decision No 810/QD-NHNN on "Plan for digital transformation of the banking sector to 2025 with orientation to 2030" This is an opportunity for banks to accelerate their digital transformation and establish a digital banking ecosystem in the most complete and complete way Most commercial banks in Vietnam have considered technology to play an important role as the center in establishing business models to enhance and improve the activities used by customers

Currently, Vietnam has about 30 million people using the banking payment system through the internet every day In the process of development, digital banking brings customers many useful and interesting experiences and the ability to receive simply and easily

2.1.6 Opportunities and challenges of digital banking: a Chance:

Vietnam is the country with a large population (about 100 million) ranked 15th in the world and the young population structure is learning and training to have fast access to technology This is an extremely important advantage in the development of digital banking in Vietnam

Access to advanced technology in the banking sector: Digital transformation facilitates data miming and information collection Smart software and systems will replace manual work, automate complex processes, support outsourcing and internally reuse some other services The development of connected systems and things around the world will open up opportunities for the banking industry to access utility software at an appropriate cost

With the application of advanced technology techniques, banks have built extremely optimal banking models This digital banking model allows to quickly expand the network and customer base, especially young customers, with the potential to become

PAGE 18 high-end customers in the future; while tmecreasing operational productivity and controlling costs effectively

With outstanding advantages, digital banking helps commercial banks reduce operating costs, increase profits, increase processing speed and ensure operational efficiency, helping customers reduce costs and be more convenient Over the past time, commercial banks have been proactive and highly determined in developing digital banking to match the trend of the times, as well as meet the requirements of competition and international integration Opportunities to promote competition as well as attract technology solution companies or sales businesses providing goods and services in cooperation and linking with banks to make transactions through payment of e-wallets or bank cards, meet the mcreasing demand for utility products for customers, thereby maximizing the bank's profit

Digital banking offers new innovative and breakthrough products to expand business models that are more suitable for the technology era New products and services provided by banks to the market are widely used by customers, demonstrating the utility of those products and means customer satisfaction with the services provided by commercial banks Currently, the majority of banks that have started to implement digital transformation have also carried out and towards the development of digital banking For banks, this opportunity allows them to create new business models, expand customers and grow revenue b Challenge:

The investment process costs for digital technology are quite large compared to Vietnam's developing economy Technology is born and developed rapidly, so banking systems must regularly improve and innovate technology to catch up with the situation to meet competition, creating financial pressure for banks

Human resources are limited, especially high-quality human resources in the field of digital banks In 2020, the number of information technology human resources required is estimated at 400,000 people, but there is a shortage of about 100,000 people, in 2021, it is estimated that there should be 500,000 people and an estimated shortage of 190,000 people It can be seen that currently, Vietnam's human resources are facing the problem of shortage of human resources in building and developing digital banks

In addition to digital banking bringing benefits to customers, the problem that needs to be faced is the security of customer information with high-level technologies In the process of using the service, customers do not follow instructions or fake information to fraudulently take over assets

Related research models ác SH HT HH HH HH HH HH Hệ 21

Research by foreign authorS: (1 211111211 211111110111 11H ng xay 33 1 Rila Anggraeni, Raditha Hapsari, Noor Awanis Muslim - Asia-Pacific

2.2.2.1 Rila Anggraeni, Raditha Hapsari, Noor Awanis Muslim - Asia- Pacific Management and Business Application, 9, 3 (2021), 193-210: Topic: "Examining the factors influencing consumer intent and use of digital banking Proof from digital banking customers in Indonesia" The study aims to analyze the key factors influencing the intent and use of digital banking as consumers perceive Indonesian commercial banks This paper goes through the variables in the unified theory of acceptance and use of technology 2 (UTAUT2) The data was collected by distributing questionnaires to 281 respondents using the sampling technique used

Intention to use digital banking

Form 5 Research Model by Rila Anggraeni, Raditha Hapsari, Noor Awanis

The results of the study indicate that habit is the highest variable that determines behavioral intentions and usage behavior Emotional dynamics and social influences also predict customer intent

2.2.2.2 Tiong, Wen Ni - International Journal of Asian Social Science, 2020,

Topic: "Factors influencing behavioural intent towards the adoption of digital banking services in Malaysia" This study aims to investigate the relationship of core constructs such as trial capability, compatibility, observability, perceived usefulness, and perceived ease of use with consumers’ intent to use digital banking services Primary data for the study were collected through questionnaires with a total of 150 survey participants The survey is divided into two parts, the first of which assesses the demographic profile of responses using a nominal or ordinal scale

Compatibility Intention to use digital banking

Form 6 Research model by Tiong, Wen Ni (2020)

The results of the paper indicate that this study demonstrated that ease of use, compatibility and perceived observability are important explanatory variables influencing behavioral intent to use digital banking services

2.2.2.3 Christian Tugade, Jenny Reyes, Mecmack Nartea - Journal of Asian Finance, Economics and Business Vol 8 No 12 (2021), 0509- 0518:

Topic: " Influencing Digital Banking Intentions Among Millennials and Z: An Empirical Study from the Philippines" This study aims to investigate the relationship of core structures such as this study's ability to assess intentions to use digital banking services through ease of use factors; useful perception; msk awareness; believe; convenient; demographics A total of 226 respondents were selected according to random sampling and linear regression methods used to analyze the collected data

Risk perception Intention to use digital banking

Form 7 Research Model by Christian Tugade, Jenny Reyes, Mecmack Nartea

The analysis of the results showed that the components of perceived ease of use, cognitive usefulness, risk perception, trust, convenience had a significant impact on digital banking intent while demographic factors — gender, age, monthly income and education level did not have any significance on banking intent Row No

Table 1 System of factors and variables of observation

Tran Thi Thang, Le ơơ

Danh Luong, Ngo Thi | Research on factors affecting ° Social influence

Ngoc Hoa, Pham Thi | the intention to use digital

Huyen banking services at banking services (2022) commercial bank branches

C1 Risks in trading in Bac Ninh province

C1 Perception of usefulness (1 Easy-to-use awareness Intention to use digital

Tran Thi Thanh Nga LO Risk calculation banking services for the

1 Expect results Thuy Thu Nguyen,

CL Expect effort Hien Thi Nguyen, | Determinants of digital ae O Social influence Hong Thi Mai, Tram | banking services in Vietnam: "

Thi Minh Tran Applying UTAUT2 model

1 Expect results Applying digital banking in| OU Expect effort

(2022) Vietnam with the application | © Social impact of UTAUT2 model UL Favorable conditions

Rila Anggraem, CI Expect effort

Noor Awanis Muslim influencing consumer intent 4 Habit and use of digital banking

Ol Cost value customers in Indonesia "

_— INS | Useful perceptions behavioural intent towards

Tiong, Wen Ni © acopmon 8 “ene C1 Social impact banking services in Malaysia Sun,

Christian Tugade Digital Banking Intent ase of Use

Jenny Reyes, Among Millennials and Z: asy-fo-use awareness

Mecmack Nartea | An Empirical Study from the sk perception qe: 1 Believe

Table 2 The table summarizes the degree of occurrence of factors

The research model sugữỉesfS: Là HH HH1 11111 0111 kg cỏ 40

On the basis of synthesis, reference, inheritance, development and selection, the author proposes 25 observed variables belonging to 5 groups of factors: Social influence, trust, risk perception, attitude towards digital banking services and finally, the expectation of effort, whether these factors affect the intention of customers to use digital banking The recommended model for study and observed variables is carried out as follows:

On the basis of synthesis, the author decides to choose variables because it integrates vvoowIs dodois statue ngghieen cwwus ccuar nnhss author

Table 3 Factors and variables observed from the reference topic

I see digital banking services in line with the trend

Tran Thi Thang, Le Danh Luong, Ngo Thi Ngoc Hoa, Pham Thi Huyen (2022)

Le Chau Phu and Dao Duy Huan (2019)

My flends and family appreciate using digital banking

My work and study environment requires me to use digital banking

Using digital banking shows that I am at a higher level than those who do not

People who are important to me think I should use digital banking

Trust I believe the likelihood of a technical problem is low Pham Duy Khanh (2022)

Thuy Thu Nguyen, Hien Thi Nguyen, Hong Thi Mai, Tram Thi Minh Tran (2020)

I believe my information will be secure when using digital banking

Thuy Thu Nguyen, Hien Thi Nguyen, Hong Thi Mai, Tram Thi Minh Tran (2020)

I believe the transaction settlement process is fast

Pham Duy Khanh (2022) Thuy Thu Nguyen, Hien Thi Nguyen, Hong Thi Mai, Tram Thi Minh Tran (2020)

I believe in a safe financial} (Oi Christian Tugade, Jenny Reyes, environment Mecmack Nartea (2021)

I find it nsky to provide Nguyen Thi Oanh (2020) personal information to use Le Chau Phu and Dao Duy Huan digital banking services (2019)

I find that using digital banking ơ | Le Chau Phu and Dao Duy Huan services 1s a risky activity

Risk I find providing personal Nguyen Thi Oanh (2020)

S - information on the Internet Le Chau Phu and Dao Duy Huan perception | | risky (2019)

Le Chau Phu and Dao Duy Huan services to be risky

I find using digital banking} O Nguyen Thi Oanh (2020) more risky than using} O Le Chau Phu and Dao Duy Huan traditional banking services (2019)

I find using digital banking to be a smart choice

Attitude towards | | find using digital banking a Le Chau Phu and Dao Duy Huan digital good idea (2019) banking ơ Le Chau Phu and Dao Duy Huan services I love using digital banking (2019),

I think using digital banking is Le Chau Phu and Dao Duy Huan a wise intention (2019) ơ Thuy Thu Nguyen, Hien Thi Nguyen,

I will learn how to use digital ae

Hong Thi Mai, Tram Thi Minh Tran banking services quickly

I think the operations on digital Thuy Thu Nguyen, Hien Thi Nguyen, banking are clear and Hong Thi Mai, Tram Thi Minh Tran

Thuy Thu Nguyen, Hien Thi Nguyen,

It will be easy for me to use

| Hong Thi Mat, Tram Thi Minh Tran digital banking services

I will use digital banking Rila Anggraeni, Raditha Hapsan, Noor competently Awanis Muslim (2021)

I will use digital banking when Nguyen Thi Oanh (2020) necessary Tran Ngoc Anh (2021)

I will introduce digital banking Nguyen Thi Oanh (2020)

U services to everyone around Tran Ngoc Anh (2021) se

The use of digital banking Nguyen Thi Oanh (2020)

PAGE 43 should be encouraged by

Diagram of the proposed research model ác c1 S1 re 45 PT hố ố ốố

Perceived Risk Intention to use digital banking

According to social benefit research is the degree to which an individual perceives that significant others believe they should use or adopt new trading methods (Park, Ahn, Thavisay, and Ren, 2019), (Venkatesh et al., 2003) Individuals’ intentions or decisions in adopting digital banking may be influenced by others For better and closer social relationships, clients use the same trading software that others have used In addition, the use of digital banking involves multiple parties, for example, transfers between accounts

So, one's intention to use it depends on someone else's usage or someone else's expectation that the mdividual should use it for digital banking This study is based on

Kunz and Santomier (2020) and Talukder, Chiong, Bao and Hayat Malik (2019), who found that social influence is an important factor in technology adoption Opinions and references from those around customers influence acceptable behavior (Pentina, Koh, and

Le, 2012) Therefore, in this research topic, social influence factors are an indispensable factor in the use of digital banking, leading to the following hypothesis to be established: Hypothesis H1: Social factors positively influence digital banking intentions

Trust acts as one of the most important aspects in explaining the adoption of the new digital banking (Alalwan et al., 2017, Hanafizadeh et al., 2014b, Munoz-Leiva et al., 2017) Studies support the positive and significant impact of trust on the adoption of digital banking services This shows that customers have confidence in the current securities system and their ability to carry out procedures and solve problems related to digital banking services in Vietnam Therefore, in this research topic, the trust factor is an indispensable factor in the use of digital banking, leading to the following hypothesis to be established

Hypothesis H2: The trust factor positively influences the intention to use digital banking services

Risk awareness refers to customers’ feelings about ensuring safety and security when customers use digital banking services Risk perception referenced in several previous studies For example, the process of providing digital banking services enables or limits errors in the process of conducting transactions (Anggraeni et al., 2021) Haq and Awan (2020) argue that the risk is related to the level of security and privacy of customers during and after online transactions or issues related to the bank's products and service provision Security and privacy have been documented to have an impact on a bank's operations (Ananda et al., 2020, Anggraeni et al., 2021, Haq & Awan, 2020, Lai, 2020) Customers are aware of possible risks when using digital banking, customers will tend to refuse to use and vice versa In this study, risk perception is users' perception of the possibilities that could harm them when using digital banking, leading to the following hypothesis being established

Hypothesis H3: Risk perception factors negatively affect the intention to use digital banking

2.3.3.4 Attitude factors towards digital banking services:

Service attitude is a customer's attitude towards a service they use (Ajzen and Fishbein, 1975), and this is considered a factor influencing a customer's intention to use a service Many studies have shown that a customer's perspective or attitude positively influences user intent (Malhotra and Galletta, 1999; Venkatesh and Davis, 2000; Kulviwat et al., 2007; Kuo and Yen, 2009, Melas et al., 2011; Shroff et al., 2011; Kizgin, Jamal, Dey, & Rana, 2018; Ananda et aL, 2020), therefore, customers who have a favorable view of digital banking services will tend to have higher acceptance and when customers have a positive attitude towards Digital Banking, they may be more likely to use Digital Banking Customers who have a positive attitude to the bank's services, feel that this is an interesting, safe, effective service that benefits them, will lead to high intention to use the service Therefore, this study hypothesizes about this relationship as follows

Hypothesis H4: Attitudes towards digital banking services positively influence the intention to use digital banking

Effort expectation is the easy alignment and connection between customer actions and the product's system Products that make customers feel easy to use, learn how to use quickly, the operations displayed on the product are clear and easy to understand will impact the intent of customer behavior towards technology products (Venkatesh et al., 2012) Studies by Pham et al (2022), Thakur (2013) indicate that expected effort has a significant effect on user behavioral intent Innovative technology systems that are considered easier to use and less complex will be more likely to be adopted and used by potential users As such, the expectation of customer effort for digital banking services is the degree to which customers think that using it will help achieve greater efficiency

PAGE 46 without much effort Therefore, this study hypothesizes about this relationship as follows

Hypothesis H5: The factor expects efforts to positively influence customers’ intentions to use digital banking services

CHAPTER 3: RESEARCH METHODOLOGY 3.1 Research process:

Refer to the previous Proposed research model and hypothesis preliminary scale

Data analysis (Descriptive assessment, reliability assessment, measurement model assessment, etc.) x

Linear regression analysis, testing Research results

Preliminary qualitative research is the stage of screening and building research models, the authors used qualitative research methods to collect and synthesize data from various sources By surveying 10 digital banking industry professionals, the authors identified inconsistencies and used this information to adjust, revise and complement the questionnaire Qualitative research methods help the authors have an overview, provide detailed and diverse information on issues and collect different opinions from survey participants

Formal research is carried out using quantitative methods Quantitative research based on groups of factors of user intent, the author designed a survey questionnaire consisting of two parts: the first part is the main general information (age, income., ) The second part is a related question about the implications for the intention to use digital banking designed with the Likert scale (5 points) The official scale consists of 5 factors with 22 observed variables After completing the questionnaire, the authors expanded the study with a sample of n = 225 people to gather opinions on behavioral intentions to use digital banking The factor scale includes the observed variables already available from the studies through the mock interview step from which to selectively conduct the author's official survey

Stage 3: Data processing and conclusion

Survey results are entered and then processed through SPSS software Use Cronbach's Alpha coefficient to verify how closely the items on the scale correlate with each other, discovery factor analysis (EFA) to verify influencing factors and identify factors deemed appropriate, and use multivariate linear regression analysis to determine the magnitude of each factor's impact intent to use digital banking services Then meta-analysis, statistics of figures, using the interpretive - inductive method to conclude and give implications

- Quantitative research methods allow to collect answers on factors influencing digital banking behavior intentions in Ho Chi Minh City This study helps us investigate the effects on consumers

- Qualitative research methods are to ask broad questions and collect data from survey participants Qualitative research describes, explains and has more or less subjective elements to the intention of use of Ho Chi Minh people

- In which, the method of collecting data from the study samples represents the factors in the study so that when taking samples, it can ensure that the observed variables are consistent with the previously given research model, with the lowest difference

The research model consists of 5 main research factors including: (1) Social impact: 4 observed variables, (2) Trust: 4 observational variables, (3) Risk perception: 5 observed variables, (4) Attitude towards digital banking services: 4 observational variables, (5) Effort expectations: 4 observed variables The survey has 17 observational variables for the five main elements of the research model

Table 4 Table of scale encoding

Social impact SH I see digital banking services in line with the trend

I find that the use of digital banking is more classy se than non-users SI3 My work and study environment requires me to use digital banking

SH Using digital banking shows that I am at a higher level

PAGE 50 than those who do not

Tl I believe the likelihood of a technical problem is low

I believe my information will be secure when using

T3 I believe the transaction settlement process is fast

T4 I believe in a safe financial environment

I find it risky to provide personal information to use RPI digital banking services

I find that using digital banking services is a risky

Risk perception I find providing personal information on the Internet

RP4 I find subscribing to online services to be risky RPS I find using digital banking more risky than using traditional banking services

ATI I find using digital banking to be a smart choice

Attitude t d mee OWES | KT? I find using digital banking a good idea digital banking services AT3 [love using digital banking

AT4 I think using digital banking is a wise intention

EEI I will learn how to use digital banking services quickly

Expect effort EE2 I think the operations on digital banking are clear and understandable

EE3 It will be easy for me to use digital banking services

EE4 I will use digital banking competently

IT1 I will use digital banking when necessary Intention to use 2 I will introduce digital banking services to everyone digital banking around

The use of digital banking should be encouraged by

According to the model, factors will be predicted in value and measured by objectively observed variables through multivariate regression, allowing us to determine how much, little, or no contribution of each factor depending on the change of the variable According to Tabachnick and Fidell (1996) for multivariate regression analysis to produce reliable results, the minimum sample size to be met is based on the formula n

= 50 + 8m (where n is the sample size and m is the independent variable of the model) The authors build 16 independent observational variables and 5 dependent observational variables, so the study data has a sample size of n > 50 + 8m equivalent to n > 178 To reach this sample size, the number of questionnaires handed out was 309

Data collection method: .- LH HH Hà HH HH HH HH HH HH kg 34 3.4, Methods of data analÌySiS: QC TH HH1 H1 nh k Hà nh k HH 54

Based on the determination of sample size and convenient sample selection method, conduct a test survey of 50 customers to check the clarity and accuracy of words The authors earned random income during the survey, randomly from people in Ho Chi Minh City The total number of votes collected was 309 votes and for invalid samples taken by respondents who were not part of the target group, the final number of samples used for processing was about 268 samples With 5 independent variables and 1 dependent variable, a total of 24 variables are observed, so the sample size obtained is suitable for conducting analysis

The survey questionnaire design consists of 2 parts:

Part 1: includes 6 personal information questions including to accurately identify an individual of the research respondent such as: gender, age, occupation, income, bank used in order to capture and group research subjects

Part 2: includes 24 questions on factors affecting the intention to use digital banking services, examining the importance of 5 influencing factors The questions were asked using a 5-point Likert scale — each point measuring the importance of factors influencing participants’ intentions to use numerical multipliers Customer views fluctuate from level

1 =complete disagreement, level 2 = disagree, level 3 = normal, level 4 = agree, level 5 strongly agree

With the support of SPSS 20 socio-economic statistics processing software, processing collected data step by step:

(1) Evaluate the reliability of the scale using cronbach's alpha confidence coefficient to check the fit between questions in the same structure Many studies agree that Cronbach's Alpha coefficient from 0.8 to close to 1 is good, from 0.7 to close to 0.8 1s usable There is also research suggesting that Cronbach's Alpha coefficient of 0.6 or higher is usable in cases where the research concept is new or new to respondents So in this topic, the coefficient Cronbach's Alpha uses is 0.6 or higher Item — Total Correlation: same scale, so the higher this coefficient, the higher the correlation of this variable with other variables in the group According to Nunnally & Bernstein (1994), variables with a total variable correlation coefficient less than 0.3 are excluded from the scale Therefore, in reliability assessment, variables with a total variable correlation coefficient less than 0.3 will be disqualified

(2) EFA factor analysis aims to shrink and summarize data for mclusion in multivariate analysis procedures by verifying the conformity of the scale to the observed variable using KMO values The KMO (Kaiser-Meyer-Olkin Measure of Sampling Adequacy) is an indicator used to consider the appropriateness of factor analysis A large KMO value (0.5 < KMO 1, in order to determine the factor to be drawn Fourth, the total percentage of variance > 50%, the ratio of explanation of the factor is derived

(3) Correlation analysis to determine the correlation relationship between the independent variable and the dependent variable The sig value is less than 0.05, then the correlation coefficient r is statistically significant, the sig value greater than 0.05 means that no matter how large and small r is irrelevant, because it has no meaning, or in other words there is no correlation between these 2 variables

(4) Regression analysis and model conformity verification, in order to identify factors influencing the intention to use digital banking Regression analysis is performed with independent variables and dependent variables The value of each factor used to run the regression is the average of the observed variables belonging to that factor The analysis was carried out using the Enter method, the regression results were evaluated through the Adjusted R Square coefficient (model conformity assessment) and F test (model conformity test) At the same time, test the phenomenon of linear multi-addition by considering the acceptability (Tolerance) and the variance magnification coefficient of variables (VIF)

RESEARCH FINDINGS nh H111 1H x Ha 57

Interviewees have different genders and ages (ranging from 15-55 years) The study sample is selected according to the convenient sampling method, which collects data using two methods: face-to-face interviews or subject surveys via email The sample size is 268 Data is encrypted, entered, cleaned and analyzed through SPSS26.0 software 4.1.2 Description of sample information

* Gender: Of the 268 samples, 142 interviewees were male (53%) and 126 interviewees were female (47%)

* Age: The most distributed in the age group from 23-30 (accounting for 28.4%), the age group from 31 to 45 accounts for 26.9%, the age group from 15 to 22 accounts for 26.1%, the age group 46-55 accounts for 10.8%, the lowest is the age group over 55 accounting for 7.8%

* Work: The most concentrated in the group of students, students accounted for 31.7%, other occupations not mentioned accounted for 17.2%, civil servants accounted for 15.7%, freelance occupations accounted for 11.9%, teachers accounted for 9.3%, workers accounted for 5.2%, retired group accounted for 4.1%, housewife group accounted for 3.4% and finally the unemployed group accounted for 1.5%

*Income: The most is over 12 million accounting for 31.3%, under 4 million accounting for 25%, from 4 to 8 million accounting for 23.1% and finally from 8 to 12 million accounting for 20.5%

4,2, INSPECTION AND EVALUATION OF THE SCALE

The component concepts all have a Crombach Alpha coefficient greater than 0.6 The lowest is the Attitude component concept with a Crombach Alpha coefficient of 0.882 and the highest is the Risk Perception component concept (0.945) This shows that the variables are closely interconnected in the same component concept The variable-sum correlation coefficient of all variables is greater than 0.3, distributed from 0.882 to 0.945, so all variables are accepted These variables will be included in the EFA discovery factor analysis

Conceptual scales satisfactory in the reliability assessment will be used in EFA discovery factor analysis The KMO coefficient is 0.919 > 0.5, so the above factor analysis is appropriate The Bartlett test considers the hypothesis: HO: The correlation between observed variables is zero in the population We see that Sig < 0.05 should reject the HO price, i.e the observed variables are correlated in the population

Perform EFA discovery factor analysis for 5 independent variables T, PR, EE, AT,

SI using the Principal Component Analysis method with Varimax rotation The results are presented as follows:

- The Eigenvalues of all factors > 1: satisfactory

- The observed variables have a load factor > 0.5: satisfactory

- Total extract variance value = 79.004% (> 50%): EFA factor analysis is satisfactory It can be said that these four extracted factors explain 79.004% of the variability of the data

From the results of the above analysis, there is no change in the components that affect behavioral intentions using digital banking The research model will retain the original proposed model consisting of 5 independent variables T, PR, EE, AT, SI

The results of the correlation analysis show that the [T-dependent variable correlates with T, PR, EE, AT, SI variables at a good level (Pearson coefficient >0.2 and has a Sig significance level less than 0.05) The Pearson Correlation coefficient between

PAGE 56 the independent counter-dependent variable AT is as high as 0.634 and as low as EE with 0.538

Summarizing based on the results of multivariate regression analysis, the author comes to the conclusion: There are 5 factors influencing the intention to use digital banking, namely: Risk perception, Belief, Expected effort, Attitude, Social influence

The regression analysis was conducted with 5 independent variables Risk Perception (PR), Belief (T), Expected Effort (EE), Attitude (AT), Social Influence (SD

The study regression model had a corrected R%2 of 65.9% of the variability in digital banking (IT) intentions explained by the variability of components such as: Risk Perception (PR), Belief (T), Expected Effort (EE), Attitude (AT), Social Impact (SD)

The built linear regression model conforms to the existing data set (Sig value (F) < 5% significance level) and the values do not affect the interpretation results of the model

At the same time, the Durbin- Watson coefficient of 2.127 (in clauses | to 3) shows that the model has no correlation phenomenon, the errors in the model are independent of each other

In summary, based on the results of multivariate regression analysis, the author comes to the conclusion: There are 5 factors influencing behavioral intentions using digital banking, namely: Risk perception, Belief, Expected effort, Attitude, Social influence

Regression equation: IT = 0.2T + 0.201EE — 0.267RP + 0.258AT + 0.187SI

The results after testing the hypotheses are summarized as follows:

Based on the results of the regression equation, there are factors that both correlate positively and inversely with the intention to use digital banking Namely:

- When other factors remain constant The "Trust" factor increases to 1 unit, the intention to use digital banking increases to 0.2 units

- When other factors remain constant The "Expected effort” factor increased to Ì unit, the intention to use digital banking increased to 0.201 units

- When other factors remain constant The factor "Risk awareness" increased by 1 unit, the intention to use digital banking decreased by 0.267 units

- When other factors remain constant The "Attitude" factor increased to 1 unit, the intention to use digital banking increased to 0.258 units

- When other factors remain constant The "Social Impact" factor increased to | unit, the intention to use digital banking increased to 0.187 units

Anova analysis aims to test the influence of different qualitative variables on quantitative variables Based on the results of one-factor variance analysis (Oneway ANOVA) with the variance value in the homogeneity test of T, PR, EE, AT, SI components according to the variables Gender, Age, Occupation and Income, it leads to affect Risk Perception, Beliefs, Expected Efforts, Attitudes and Social Influences

CONCLUSIONS AND RECOMMENDATIONS ào 60 B1 Ẻ

Attitude towards digital banking serViC€S - Ác nhe, 63 5.2.5 Expect effort se

The attitude factor towards digital banking services is a very important factor for customers to consider using digital banking services in the future To improve customer attitudes I would like to make some recommendations:

- Banks need to ensure transparency in the operation of the digital banking system, give many useful recommendations to help customers feel peace of mind

- Constantly improve and improve the good image of digital banking, improve and upgrade more and more modernly so that customers are more aware of the importance and usefulness of digital banking

In short, in order to improve the attitude of customers, digital banks need to make relentless efforts, bring the best to customers, help them feel secure, comfortable and happy when deciding to use the service in the future

The factor of expecting the results of digital banking services is an important factor that customers need to consider when using digital banking services

- Expect customers to conduct more transactions, quickly and accurately through digital banking services such as buying train, car, and airline tickets, (currently some banks have deployed), in addition, banks can integrate services associated with e- commerce platforms or perform insurance payment services, pay electricity bills, pay taxes increasing usage benefits will attract more customers

- The investment in technology equipment and modem applications both ensures security and brings higher transaction efficiency at work compared to traditional banking services, helping customer transactions complete in less time and more accurately.

Limitations of the topics 64 Bibliographic references: occ 4 4 65 APPENDIX 1: QUALTTA TIVE SURVEY QUESTIONNAIRE nhe 67 APPENDIX 2: QUANTTITATTIVE SURVEY QUESTIONNAIRE - cà ccằ 73

Although some findings in the field of digital banking have been made to customers in the context of developing countries such as Vietnam, there are still the following limitations:

- The article has only been researched experimentally in Ho Chi Minh, so the research paper is not commonly mentioned and is limited in sample size and information collected Some other factors affecting the intention to use digital banking services are the bank's commitment to digital banking services

- The primary data interviewed was not highly accurate

- Demographic characteristics have not been clearly analyzed, due to differences in gender and age, which can create different thoughts and feelings about digital banking

- The research paper was conducted in a short time, with the ability to understand, the research team only found factors according to the available scale and may be inadequate, incomplete factors affecting the intention to use digital banking

[1] Dang Thi Ngoc Dung (2012), Factors influencing the intention to use the Metro system in Ho Chi Minh City

[2] Dang Thi Thuy Dung (2014), Research on factors affecting consumers’ intention to use e-purchase services online in Ho Chi Minh City

[3] TS Do Thi Dinh, MSc Nguyen Duc Duong (2023), Research results on prospects for digital banking development in Vietnam in a new context

[4] MSc Ngo Thuy Linh (2022), Data records for digital banks

[5] Tran Thi Thang, Le Danh Luong, Ngo Thi Ngoc Hoa, Pham Thi Huyen (2022), Research on factors affecting the intention to use digital banking services at commercial bank branches in Bac Ninh province Published in Journal of Banking Science & Training, No 240 - May 5 2022

[6] Tran Thi Thanh Nga (2022), Study on the intention to use digital banking services for the elderly: A case in Vietnam Published in Asian Journal of Economic and Business Research (2022), 33(8), 67-81

[1] Thuy Thu Nguyen, Hien Thi Nguyen, Hong Thi Mai, Tram Thi Mnh Tran (2020), Determinants of Digital Banking Services in Vietnam: Applying UTAUT2 Model Asian Economic and Financial Review, 10(6), 680-697

[2] Duy Khanh Pham (2022), Digital Banking Adoption in Vietnam: An Application of UTAUT2 Model Webology, Volume 19, Number 1, January, 2022

[3] Rila Anggraeni, Raditha Hapsari, Noor Awanis Muslim (2021), Examining Factor Influencing Consumers Intention and Usage of Digital Banking: Evidence from Indonesian Digital Banking Customers Asia-Pacific Management and Business Application 9 (3) 193-210

[4] W N Tiong (2020), Factors Influencing Behavioural Intention towards Adoption of Digital Banking Services in Malaysia Asian Social Science, 2020, 10(8), 450-457:

[5] Christian Tugade, Jenny Reyes, Mecmack Nartea (2021), Comonents Affecting Intention to Use Digital Banking Among Generation Y and Z: An Empirical Study from the Philippines Journal of Asian Finance, Economics and Business Vol 8 No 12 (2021) 0509-0518

QUESTIONNAIRE GATHERING OPINIONS ON FACTORS INFLUENCING THE INTENTION TO USE DIGITAL BANKING IN HO CHI MINH CITY

We are a group of students, currently studying at Van Lang University and in the process of carrying out the research topic: "Factors influencing the intention to use digital banking in Ho Chi Minh City" as a research issue For the purpose of checking whether the observed variables are consistent with the study model We hope you will take a few minutes to share your opinion through the questionnaire below We would like to commit that all your information in the questionnaire will be kept confidential and only used for research purposes at Van Lang University, Ho Chi Minh City, I absolutely do not use such content for other purposes I hope you take some time to exchange some of your thoughts and please note that there is no right or wrong view, all of your views help my research If you would like to receive a copy of this report, please write your email address on the back of the questionnaire

Thank you very much for your cooperation

1 I see digital banking services in line with the trend

2 My friends and family appreciate using digital banking

My work and study environment requires me

4 Using digital banking shows that I am at a higher level than those who do not

5 People who are important to me think I should use digital banking

What other criteria do you need to add in addition to those listed above to study the determinants of social impact?

I believe the likelihood of a technical problem

7 I believe my information will be secure when using digital banking

8 I believe the transaction settlement process is fast

9 I believe in a safe financial environment

What other criteria do you need to add in addition to those listed above to study the determinants of trust?

I find it risky to provide personal information

10 to use digital banking services

" I find that using digital banking services is a risky activity l2 I find providing personal information on the

B I find subscribing to online services to be risky l4 I find using digital banking more risky than using traditional banking services

What other criteria do you need to add in addition to those listed above to study risk determinants?

4 ATTITUDE TOWARDS DIGITAL BANKING SERVICES

I find using digital banking to be a smart lổ 16 | I find using digital banking a good idea choice

18 |I think using digital banking is a wise

What other criteria do you need to add in addition to those listed above to study the determinants of ease of use perception?

I will learn how to use digital banking

20 I think the operations on digital banking are clear and understandable

21 It will be easy for me to use digital banking services

22 | I will use digital banking competently

In your opinion, what other criteria do you need to add in addition to the criteria has been listed above to study the determinants of expected outcomes?

23 I will use digital banking when necessary

24 I will introduce digital banking services to everyone around

25 The use of digital banking should be encouraged by everyone

In your opinion, what other criteria do you need to add in addition to the criteria has been listed above to study the determinants of user intent?

Ho Chi Minh, day month 2023

SURVEY OF FACTORS AFFECTING PEOPLE'S INTENTION TO USE

DIGITAL BANKING IN HO CHI MINH CITY

We are currently conducting a research project "Factors influencing the intention to use digital banking in Ho Chi Minh City"

Digital Banking is an online form that can perform all banking activities and services through the internet Transactions only need a few simple steps, use anytime, anywhere and do not have to move or wait at branches or banking departments, avoiding related paperwork

With the aim of improving service quality and customer service ability of digital banks from research and survey results We hope you will take a few minutes to share your thoughts via the questionnaire below

Every customer's opinion is helpful and there is no right or wrong point of view at every question

We would like to commit that all your information in the questionnaire will be kept confidential and only used for research purposes at Van Lang University, Ho Chi Minh City

Please tick (X) on each of the questions below

Question 1: Do you know about digital banking? a Intended to use

2 LỊ Not intended to use yet

For questions A to E, please choose one of the following answer options:

You feel that the use of digital banking services is in line with

2 | Your friends and family appreciate using digital banking

3 Your working and learning environment impacts your use of digital banking services

4 The people who are important to you think digital banking should be used

You believe that the likelihood of technical problems of digital banking is low

You believe that your personal information will be kept secure when using digital banking

You believe that the transaction settlement process of digital banking is fast

You believe that the digital banking and financial environment

Do you agree to provide bank account information (credit card, debit card ) to 3rd parties?

2 | Do you agree that using digital banking is a safe activity?

Are you willing to provide personal information on the internet?

4) Do you find it safe to register for online services?

Do you think using digital banking is safer than using traditional banking?

C/ ATTITUDE TOWARDS DIGITAL BANKING SERVICES

1 | You think using digital banking is a smart choice

2 | You think using digital banking is a good idea

3 You think you prefer to use digital banking

4| You think using digital banking is a wise intention

1 You think you will learn how to use digital banking services quickly

2 You think that the operations on digital banking are clear and understandable

3} You think you will find digital banking services easy to use

4 You think it's easy to become proficient in using digital banking services

F/ INTENTION TO USE DIGITAL BANKING

1) You will use digital banking services when necessary

You will introduce digital banking services to people around you

You think the use of digital banking should be encouraged by everyone

Part HT: Personal Information Questions:

Question 1: What is your gender?

Question 2: What is your current age?

Question 3: What is your current job?

Question 4: What is your average income in | month?

Cumulative Frequency Percent Valid Percent Percent

Valid Cán bệ công chức 42 15,7 15,7 15,7

Chưa có việc làm 4 1,5 1,5 78,7 Đã nghỉ hưu 11 41 41 82,8

Frequency Percent Valid Percent Percent

Total 268 100,0 a Listwise deletion based on all variables in the procedure

Cronbach's Scale Mean if Scale Variance if Corrected Item- Alpha if Item

Item Deleted Item Deleted Total Correlation Deleted

N of Items ltem-Total Statistics

Item Deleted Item Deleted _Total Correlation Deleted

Item-Total Statistics Scale Mean if Scale Variance if | Corrected Item- Cronbach's Alpha

Item Deleted Item Deleted Total Correlation if tem Deleted

Scale Mean if Scale Variance if | Corrected Item- Cronbach's Alpha

Item-Total Statistics Scale Mean if Scale Variance if

Corrected Item- Cronbach's Alpha Item Deleted Item Deleted Total Correlation if tem Deleted

Kaiser-Meyer-Olkin Measure of Sampling Adequacy 919

Bartlett's Test of Sphericity Approx Chi-Square 4373 ,281 df 210

Total Variance Explained Extraction Sums of Squared Rotation Sums of Squared

Compon % of Cumulative % of Cumulative % of Cumulati ent Total Variance % Total Variance % Total Variance ve %

Extraction Method: Principal Component Analysis

Valid Cán bộ công chức 42 15,7 15,7 15,7

Item-Total Statistics Scale Mean if Scale Variance if | Corrected Item- Cronbach's Alpha

Excluded* 0 ,0 a Listwise deletion based on all variables in the procedure

Bartlett's Test of Sphericity Approx Chi-Square 4373 ,281 df 210

Total Variance Explained Extraction Sums of Squared Loadings

Component Total % of Variance Cumulative % Total % of Variance Cumulative % Tot

Extraction Method: Principal Component Analysis a 5 components extracted

Rotation Method: Varimax with Kaiser Normalization * a Rotation converged in 6 iterations

Rotation Method: Varimax with Kaiser Normalization

Bartlett's Test of Sphericity Approx Chi-Square 565,593 df 3

Initial Eigenvalues Extraction Sums of Squared Loadings

Component Total % of Variance Cumulative % Total Cumulative %

Matrix’ a Only one component was extracted The solution cannot be

Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings

Component Total % of Variance Cumulative % Total Cumulative %

Matrix? a Only one component was extracted The solution cannot be rotated

Intention to Expect Risk Social use Trust effort perception Attitude impact Intention to use Pearson Correlation 4 586" 538” -,605" 634" 586"

** Correlation is significant at the 0.01 level (2-tailed)

Component Total % of Variance Cumulative % Total % of Variance Cumulative %

Intention to use Trust Expect effort Risk perception Attitude S

Intention to use Pearson Correlation 4 586" 538" -,605" 634"

Model Variables Entered Removed Method

Attitude , Risk perception, Trust? a Dependent Variable: Intention to use b All requested variables entered

Adjusted R Std Error of the

Model R R Square Square Estimate Durbin-Watson

1 ,812° ,659 ,653 ,49096 2/127 a Predictors: (Constant), Social impact, Expect effort, Attitude , Risk perception, Trust b Dependent Variable: Intention to use

Model Sum of Squares af Mean Square F Sig

Total 185,430 a Dependent Variable: Intention to use b Predictors: (Constant), Social impact, Expect effort, Attitude , Risk perception, Trust

Unstandardized Coefficients Coefficients Collinearity Statisti

Model B Std Error Beta t Sig Tolerance Vir

Social impact 172 ,042 ,187 4,135 ,000 ,633 a Dependent Variable: Intention to use

Model Dimension Eigenvalue Index (Constant) Trust Expect effort perception Attitude impact

6 ,010 23,219 ,97 ,00 ,15 ,50 17 ,24 a Dependent Variable: Intention to use

Minimum Maximum Mean Std Deviation N

Std Residual -4,035 2,776 ,000 991 268 a Dependent Variable: Intention to use

Extraction Method : Principal Component Analysis

Intention to use Trust Expect effort Risk perception Attitude

Intention to use Pearson Correlation 4 586" 5387 -8057 634"

Attitude , Risk perception, Trust? a Dependent Variable: Intention to use b All requested variables entered

Adjusted R Std Error of the

Model R R Square Square Estimate Durbin-Watson

1 ,8122 ,659 ,653 ,49096 2,127 a Predictors: (Constant), Social impact, Expect effort, Attitude , Risk perception, Trust b Dependent Variable: Intention to use

Total 185,430 267 a Dependent Variable: Intention to use b Predictors: (Constant), Social impact, Expect effort, Attitude , Risk perception, Trust

Unstandardized Coefficients Coefficients Collinearity Statis

Model B Std Error Beta t Sig Tolerance V

Social impact 172 ,042 ,187 4,135 ,000 ,633 a Dependent Variable: Intention to use

Variance Proportions Model Dimension Eigenvalue Condition Index (Constant) Trust Expect effort Risk perception Ati

6 ,010 23,219 ,97 ,00 ,15 ,50 a Dependent Variable: Intention to use

Std Residual -4,035 2,776 ,000 991 268 a Dependent Variable: Intention to use

Histogram Dependent Variable: Intention to use

Normal P-P Plot of Regression Standardized Residual Dependent Variable: Intention to use

Scatterplot Dependent Variable: Intention to use ° ° ° $

Intention to use Trust Expect effort Risk perception Attitude

Intention to use Pearson Correlation 1 586" 538" -6057” ,83/

Attitude , Risk perception, Trust” a Dependent Variable: Intention to use b All requested variables entered

1 812% 659 653 49096 2,127 a Predictors: (Constant), Social impact, Expect effort, Attitude , Risk perception, Trust b Dependent Variable: Intention to use

Total 185,430 267 a Dependent Variable: Intention to use b Predictors: (Constant), Social impact, Expect effort, Attitude , Risk perception, Trust

Model B Std Error Beta t Sig Tolerance

Social impact 172 ,042 ,187 4,135 ,000 633 a Dependent Variable: Intention to use

Model Dimension Eigenvalue Condition Index (Constant) Trust Expect effort Risk perception

6 ,010 23,219 ,97 ,00 ,15 ,50 a Dependent Variable: Intention to use

Std Residual -4,035 2,776 ,000 ,991 268 a Dependent Variable: Intention to use

Histogram Dependent Variable: Intention to use

Normal P-P Plot of Regression Standardized Residual Dependent Variable: Intention to use

Mean Std Deviation Std Error Mean

Independent Samples Test Levene's Test for Equality of Variances of Sig

N Mean Std Deviation Std Error Lower Bound Upper Bound Minimur

Test of Homogeneity of Variances

Levene Statistic df1 df2 Sig

Intention to use Based on Mean 4,193 4 263 ,003

Based on Median and with 3,473 4 213,444 ,009 adjusted df

Sum of Squares df Mean Square F Sig

Robust Tests of Equality of Means

Std 95% Confidence Interval for Mean

N Mean Deviation Std Error Lower Bound Upper Bound Minimum Maximum

Chưa có việc làm 4_ 40833 41944 ,20972 3,4159 4,7507 3,67 4,67 Đã nghỉ hưu 11 3.8788 1,15732 ,34895 3,1013 4,6563 1,33 5,00

Levene Statistic df df2 Sig

Based on Median and with 1,878 8 173,822 ,066 adjusted cf

Sum of Squares df Mean Square F Sig

Robust Tests of Equality of Means

Mean of Intention to use

Cánbộ Giáo viên Học sinh, Nội trợ Nghề Công Chưacó Đãnghỉ Khác công sinh viên nghiệptự nhân việc làm hưu chức do

Std Std 95% Confidence Interval for Mean

N Mean Deviation Error Lower Bound Upper Bound Minimum Maximum

Levene Statistic df1 df2 Sig

Based on Median and with 2,115 3 218,022 ,099 adjusted df

Tiêu đề	Investigating Factors Influencing the Intention to Use Digital Banking Among Citizens in Ho Chi Minh City
Tác giả	Nguyen Truong Gia Dat, Lin Huangjin
Người hướng dẫn	Dr. Hoang Chi Cuong
Trường học	Lang University
Chuyên ngành	Marketing
Thể loại	Research Project
Thành phố	Ho Chi Minh City

Định dạng
Số trang	127
Dung lượng	8,52 MB