Các yếu tố ảnh hưởng đến việc sử dụng dịch vụ mobile banking trong địa bàn hà nội việt nam

Thai Nguyen University Socialist Republic of Vietnam Southern Luzon State University Republic of the Philippines FACTORS AFFECTING THE USE OF MOBILE BANKING SERVICES IN HANOI, VIETNAM A RESEARCH PROPOSAL PRESENTED TO THE FACULTY OF GRADUATE SCHOOL SOUTHERN LUZON STATE UNIVERSITY, PHILIPPINES THAI NGUYEN UNIVERSITY, S.R VIETNAM IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF DOCTOR IN BUSINESS ADMINISTRATION Name: VU MANH CUONG English Name: CAMERON Adviser Dr Nelly Mendoza (Southern Luzon State University) HANOI, 2013   ABSTRACT Mobile banking services have become the objective and inevitable trend during the international economic integration more and more deeper in Vietnam The development of mobile banking services has brought significant benefits to customers as a convenient, fast and accurate of the transaction At the same time it also opens up new development opportunities for the telecommunications providers, application and software developers, e-commerce merchants and bankers in Vietnam The main purposes of research to investigate the key factors and assess the level of the influence of these factors that impact to the consumer's behavior in the use of the mobile banking services in Hanoi by extending the renowned framework of Technology Acceptance Model (TAM) The survey have conducted in districts of Hanoi Capital including Hoan Kiem, Ba Dinh, Dong Da, Hai Ba Trung, Cau Giay, Tay Ho, Thanh Xuan, Hoang Mai and Long Bien with 800 respondents, in which 717 useable responses There are 52% of respondents are female, 71% are living in center area, and 72.5% are working in business and state areas The research tools used Likert scale introduced by Rennis Likert Five components of parameters were used to focus on the aspects of usefulness, ease of use, cost, risks and trust of the mobile banking services in Hanoi The dissertation used Cronbach's Alpha to analyze the reliability of scale, exploratory factor analysis to extract the factors, and regression analysis to analyze and test the hypothesis and factors affecting the use of mobile banking services in Hanoi ANOVA analysis was used to determine the difference between the demographic characteristics and the use of mobile banking services in Hanoi The results of analysis indicated that in six factors studied, there are five factors actually affect the use of mobile banking services in Hanoi area including perceived usefulness, perceived easy of use, perceived risk of social and safety, perceived risk of performance and finance, and trust of customers with statistically significant at 1% level The remaining factor "perceived cost" had no significant relationship with the use of mobile banking services The coefficient R2 adjusted = 0.331 showed that the explanation level of the impact of independent variables on the dependent variable reached 33.1%, the ii   statistical value F = 71.832 was significant level at 1% (Sig = 000), the multiple regression assumptions were satisfied, the model was suitable to the study The main findings of the research included: (1) There is not enough evident to conclude the difference of the use of mobile banking services between central and suburban living areas, between male and female, between level of education, between income and between occupation for the customers in Hanoi (2) Most consumers in Hanoi use the mobile banking services to check bank account and transfer money In particular, the purpose of checking account is largest up to 77.5% The other purposes such as pay for monthly bills, pay for shopping, money savings are modest The rate of money savings purpose is only 34.6% (3) The major customer use the mobile banking services are people living in urban areas, where people have a high awareness levels, accounted 71% Female use mobile banking services is higher than male, the rate of female accounted 52% Young people below the age of 35 represent a high proportion (76%) on the use of mobile banking services (4) The most consumers use mobile banking services is high education The customer with education level of university accounted a high percentage (73.4%) The customers working in business or state organizations are main group of these services in Hanoi area (72.5%) (5) The dissertation indicated that in six factors studied, there are five factors affecting the use of mobile banking services with statistically significant at 1% level, including (i) "trust of consumers" on the services has a greatest positive influence, (ii) "perceived ease of use" has a second greatest positive influence, (iii) "perceived usefulness" has a third greatest positive influence, (iv) "perceived risks of social and safety" has a strongest negative influence, and (v) "perceived risks of operation and finance" has a weakest negative influence The factor "perceived cost" was only found insignificant to the use of mobile banking service for customers in Hanoi The findings of research provide several important and useful implications for the mobile banking service providers with the deeply strategic insights to improve mobile banking services to gain more and more customer acceptance in Hanoi particularly and Vietnam generally iii   TABLE OF CONTENTS Chapter I   INTRODUCTION   1.1 Background of the study   1.2 Statement of the objectives   1.3 Hypothesis   1.4 Significance of the study   1.5 Scope and Limitations   1.6 Definition of terms   Chapter II   REVIEW OF RELATED LITERATURE AND STUDIES   2.1 Banking in Vietnam   2.2 Mobile Banking Services 10   2.3 Mobile Financial Services 13   2.4 Mobile Commerce Services 15   2.5 Mobile banking technology 16   2.6 Mobile Banking in Vietnam 20   2.7 Consumer Behavior 22   2.8 Expectancy-Value Theory 25   2.9 The Theory of Reasoned Action 26   2.10 The Theory of Planned Behavior 27   2.11 Technology Acceptance Model 29   2.12 The conceptual framework 36   Chapter III   RESEARCH METHODOLOGY 42   3.1 Research design 42   3.1.1 Pilot study 43   3.1.2 Variable measurement 43   iv   3.2 Determination of Sample size 46   3.3 Sampling design and techniques 47   3.4 Research Instrument 47   3.5 Data gathering procedure 48   3.5 Data processing method 49   3.6 Statistical treatment 49   3.6.1 Reliability Analysis of Scale 49   3.6.2 Exploratory Factors Analysis 49   3.6.3 Regression analysis 50   3.6.4 Testing the hypothesis 50   3.7 Evaluation of the reliability of scales 51   Chapter IV   RESULTS AND DISCUSSION 55   4.1 Profile of the respondents 55   4.1.1 Demographic characteristics 55   4.1.2 The status of the use of banking services 57   4.2 Purpose of use mobile banking services 58   4.3 Analysing the differences in the use of mobile banking services 62   4.3.1 The difference by living area 62   4.3.2 The difference by gender 63   4.3.3 The difference by age 63   4.3.4 The difference by education 65   4.3.5 The difference by occupation 65   4.3.6 The difference by income 66   4.4 Exploratory Factor Analysis 67   4.5 Correlation analysis 73   4.6 Regression analysis 74   v   4.6.1 Regression model 74   4.6.2 Tesing the assumptions of the regression model 78   Chapter V   SUMMARY, CONCLUSION AND RECOMMENDATIONS 81   5.1 Summary of results and findings 81   5.2 Conclusion 83   5.3 Recommendations 85   REFERENCES 90   Appendix QUESTIONNAIRE 97   Appendix DESCRIPTIVE STATISTICS 104   Appendix RELIABILITY ANALYSIS - SCALE (ALPHA) 106   Appendix EXPLORATORY FACTOR ANALYSYS (EFA) 112   Appendix REGRESSION 117   vi   LIST OF TABLES Table II.1 List of mobile banking services in Vietnam 21   Table III.1 The measure indicators for customer behavior 44   Table III.2 Sampling allocation 47   Table III.3 Reliability analysis of scale 52   Table IV.1 Profile of respondents 56   Table IV.2 Time to the nearest bank branch 57   Table IV.3 The use of mobile banking services 57   Table IV.4 Purpose of use mobile banking services 58   Table IV.5 Purpose of use mobile banking services by gender 59   Table IV.6 Purpose of use mobile banking services by region 59   Table IV.7 Purpose of use mobile banking services by age 59   Table IV.8 Purpose of use mobile banking services by education level 60   Table IV.9 Purpose of use mobile banking services by occupation 61   Table IV.10 Purpose of use mobile banking services by income 61   Table IV.11 Analysis of difference by living area 62   Table IV.12 Analysis of difference by gender 63   Table IV.13 Analysis of difference by age 64   Table IV.14 Analysis of difference by education 65   Table IV.15 Analysis of difference by occupation 66   Table IV.16 Analysis of difference by income 66   Table IV.17 Exploratory factor analysis results 68   Table IV.18 Extraction component result: TRUOVER 70   Table IV.19 Components derived from results of EFA 70   Table IV.20 Correlations matrix 73   Table IV.21 Results of regression analysis 74   Table IV.22 Nonparametric correlations 79   vii   LIST OF FIGURES Figure Mobile banking architecture 17   Figure Mobile banking technology model 19   Figure Factors affecting consumer behavior 23   Figure Theory of Reasoned Action 27   Figure Theory of Planned Behaviour 28   Figure Technology Acceptance Model 29   Figure The conceptual framework 41   Figure Research process 42   Figure Adjusted research model 72   Figure 10 Chart of standardized residuals and residual predicted value 79   Figure 11 Chart of residual distribution 80   viii   Chapter I INTRODUCTION The rapid development of science and technology, particularly information technology, has affected all aspect of life-socio-economics of Vietnam This development process has changed the perception of the use of high-tech services in many areas, many different economic sectors, especially in the field of telecommunications, finance and banking Online transactions, payment on Internet as well as mobile network, etc have become the development and competition trends of integrated service providers in Vietnam Development of banking services based on mobile phone technology has become the objective and inevitable trend during the international economic integration more and more deeper in Vietnam The development of mobile banking services has brought significant benefits to customers as a convenient, fast and accurate of the transaction At the same time it also opens up new development opportunities for the telecommunications providers, application and software developers, e-commerce merchants, bankers, etc in Vietnam Mobile banking services are tools that permits user to carry out transactions with its bank via cell phone The concept of this service had been raised since late 20th Century Traditional payment methods such as bank transfer, credit card, debit card, bank notes, etc have been helping the payment-via-bank being convenience and popular in several developed countries that buyers will not need being face-to-face with seller, and cash becomes useless Everything has its pros and cons The traditional payment methods have certain limitations For examples, bank transfer and notes transactions must be performed within work time and places; credit/debit cards depend on sellers and the card itself From early 21st century, Internet banking has been emerging and serving consumers with certain conveniences by mean of payment Buyers can make payment from anywhere and at anytime However, some online security limitations lead to the imposture of banking cards to thieve money in several countries Consequently, consumers have been hesitated to use Internet payment In comparison with stated payment methods, Mobile banking has been less risky by transaction process while   still providing users with its convenience and high security However, this service is not yet popular in Vietnam so far although lots of Banks are ready to make use of it According to The State Bank of Vietnam, in front the fast and strong development of information technology and telecom, Vietnam Prime Minister signed Decision No 2453/QD-TTg approved the project to promote non-cash payment period 2012-2015, in which, electronic payments are a key task of the project The purpose of the decision to reduce the consumption of cash and create consumer habits non-cash in large populations (Bui Quang Tien, 2012) General Director of State Bank of Vietnam in HCMC said: many people use mobile for payment as a modern payment methods and targeting high-tech is a perfect fit The investment of banks to develop mobile payment is a trend worth encouraging With the same vision, Leaders of VietA Bank said, developing money transaction services to a large extent through mobile phone is a new trend of the banking sector, although some banks start to provide the trial basic package but they have successfully implemented The ubiquity of mobile phones is changing the way for consumer access financial services The mobile banking was developing in some countries Some new services allow consumers to get account information and conduct a money transaction with the banks (named “mobile banking”) and others allow consumers to make a payment for goods and services (“mobile payments”) Since 2009, many banks in Vietnam have invested very much in technological infrastructure, diversified banking products and services, improved service quality, and built multi-channel service systems (Le Thanh Tam, 2012) Mobile phones and mobile Internet access are in widespread use in Vietnam But, Mobile banking is still not popular Sometimes it is ambiguous or expensive in the mind of many customers In brief, Vietnam has more than 86 million population (GSO, 2012), 120.7 million mobile subscribers, 15.5 million fixed subscribers, over 31% rate of people use the Internet regularly, 30.2 million mobile users and (MIC, 2012), 44 bankers with high-tech infrastructure (SBV, 2013), and more then 400 Value added services providers (MIC, 2013) It should be a great potential market for the development the high-tech financial services products, but mobile banking just stop at checking bank account, paying for telephone fee (top-up) in a small set of customers, pay for monthly bills (such as electric invoice) in restrict area, pay for purchase in simple business (e.g air-tickets) It is really not popular The question is what issues or   Appendix RELIABILITY ANALYSIS - SCALE (ALPHA) Descriptive Statistics USEFUL1 USEFUL2 USEFUL3 USEFUL4 Valid N (listwise) 717 N Statistic 717 717 717 717 Minimum Statistic 1.00 1.00 1.000 1.00 Maximum Statistic 5.00 5.00 5.000 5.00 Mean Statistic 3.8787 3.8522 3.80474 3.8982 0377 0369 03767 0340 Std Error Std Deviation Statistic 1.00865 98758 1.008805 91050 Skewness Statistic -.861 -.678 -.600 -.677 Std Error 091 091 091 091 Statistic 607 130 -.101 519 Std Error 182 182 182 182 Kurtosis R E L I A B I L I T Y A N A L Y S I S - S C A L E Mean Std Dev Cases USEFUL1 3.8787 1.0087 717.0 USEFUL2 3.8522 9876 717.0 USEFUL3 3.8047 1.0088 717.0 USEFUL4 3.8982 9105 717.0 Statistics for Mean SCALE 15.4338 (A L P H A) Variance Std Dev N of Variables 11.3102 3.3631 Item-total Statistics Scale Mean Scale Corrected Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted USEFUL1 11.5551 6.3730 7697 8358 USEFUL2 11.5816 6.2325 8320 8107 USEFUL3 11.6290 6.1750 8213 8146 USEFUL4 11.5356 7.6793 5553 9120 Reliability Coefficients N of Cases = 717.0 N of Items = Alpha = 8807 106   Descriptive Statistics EASE1 EASE2 EASE3 Valid N (listwise) N Statistic 717 717 717 Minimum Statistic 1.00 1.00 1.00 Maximum Statistic 5.00 5.00 5.00 Mean Statistic 3.7699 3.7866 3.7183 0365 0370 0371 97670 99183 99376 -.617 -.665 -.491 Std Error 091 091 091 Statistic 243 171 -.051 Std Error 182 182 182 Std Error Std Deviation Statistic Skewness Statistic Kurtosis R E L I A B I L I T Y A N A L Y S I S - 717 S C A L E (A L P H A) Mean Std Dev Cases EASE1 3.7699 9767 717.0 EASE2 3.7866 9918 717.0 EASE3 3.7183 9938 717.0 Statistics for SCALE Mean Variance Std Dev 11.2748 6.5599 2.5612 Scale Corrected N of Variables Item-total Statistics Scale Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted EASE1 7.5049 3.1330 7152 7416 EASE2 7.4881 3.3675 6067 8469 EASE3 7.5565 2.9846 7536 7015 Reliability Coefficients N of Cases = Alpha = 717.0 N of Items = 8311 107   Descriptive Statistics RISKPE1 RISKPE2 RISKFIN1 RISKFIN2 RISKSO1 RISKSO2 RISKTI1 RISKTI2 RISKSE1 RISKSE2 RISKSE3 Valid N (listwise) N Statistic 717 717 717 717 717 717 717 717 717 717 717 717 Minimum Maximum Statistic Statistic 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.00 5.00 1.0 5.0 1.00 5.00 1.00 5.00 Mean Statistic Std Error 3.3919 0414 2.8884 0444 3.2706 0461 2.8508 0442 3.6625 0417 3.9247 0391 3.1674 0432 3.4045 0429 3.365 042 3.3347 0454 3.3919 0436 Std Deviation Statistic 1.10918 1.18950 1.23469 1.18477 1.11761 1.04770 1.15666 1.14866 1.1300 1.21540 1.16686 Skewness Statistic Std Error -.258 091 117 091 -.267 091 104 091 -.565 091 -.872 091 -.134 091 -.336 091 -.257 091 -.386 091 -.415 091   R E L I A B I L I T Y A N A L Y S I S - S C A L E Mean Std Dev Cases RISKPE1 3.3919 1.1092 717.0 RISKPE2 2.8884 1.1895 717.0 RISKFIN1 3.2734 1.2318 717.0 RISKFIN2 3.4045 1.1487 717.0 RISKSO1 3.6625 1.1176 717.0 RISKSO2 3.9247 1.0477 717.0 RISKTI1 3.1674 1.1567 717.0 RISKTI2 2.8494 1.1840 717.0 RISKSE1 3.3654 1.1300 717.0 RISKSE2 3.3347 1.2154 717.0 RISKSE3 3.3919 1.1669 717.0 Statistics for SCALE Kurtosis Statistic Std Error -.473 182 -.699 182 -.836 182 -.808 182 -.312 182 321 182 -.687 182 -.560 182 -.573 182 -.650 182 -.546 182 Mean Variance Std Dev 36.6541 72.2629 8.5008 (A L P H A) N of Variables 11 Item-total Statistics Scale Mean Scale Corrected Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted RISKPE1 33.2622 63.1211 4489 8743 RISKPE2 33.7657 61.0875 5249 8698 RISKFIN1 33.3808 58.5853 6449 8614 RISKFIN2 33.2497 60.1066 6084 8641 108   RISKSO1 32.9916 62.3267 4923 8716 RISKSO2 32.7294 62.9379 4949 8713 RISKTI1 33.4868 59.4597 6427 8617 RISKTI2 33.8047 61.2831 5167 8703 RISKSE1 33.2887 59.1135 6833 8591 RISKSE2 33.3194 57.8071 7022 8573 RISKSE3 33.2622 59.2217 6503 8612 Reliability Coefficients N of Cases = Alpha = 717.0 N of Items = 11 8765 Descriptive Statistics COSTPE2 COSTPE1 COSTPE3 N Statistic 717 717 717 Minimum Statistic 1.00 1.00 1.00 Maximum Statistic 5.00 5.00 5.00 Mean Statistic 2.9261 3.0586 3.0265 0422 0424 0405 1.13051 1.13572 1.08474 -.006 -.029 040 091 091 091 -.592 -.644 -.502 182 182 182 Std Error Std Deviation Statistic Skewness Statistic Std Error Kurtosis Statistic Std Error R E L I A B I L I T Y A N A L Y S I S - Valid N (listwise) S C A L E Mean Std Dev Cases COSTPE2 2.9261 1.1305 717.0 COSTPE1 3.0586 1.1357 717.0 COSTPE3 3.0265 1.0847 717.0 Statistics for SCALE 717 Mean Variance Std Dev 9.0112 9.0446 3.0074 Scale Corrected (A L P H A) N of Variables Item-total Statistics Scale Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted 109   COSTPE2 6.0851 4.4271 7019 8857 COSTPE1 5.9526 4.0424 8129 7855 COSTPE3 5.9847 4.3196 7869 8110 N of Items = Reliability Coefficients N of Cases = Alpha = 717.0 8790 Descriptive Statistics N Minimum Maximum Mean Std Deviation TROVER1 717 1.00 5.00 3.4156 98604 TROVER2 717 1.00 5.00 3.3082 97230 TROVER3 717 1.00 5.00 3.2204 98394 Valid N (listwise) 717 R E L I A B I L I T Y A N A L Y S I S - S C A L E Mean Std Dev Cases TROVER1 3.4156 9860 717.0 TROVER2 3.3082 9723 717.0 TROVER3 3.2204 9839 717.0 Statistics for SCALE Mean Variance Std Dev 9.9442 6.7231 2.5929 Scale Corrected (A L P H A) N of Variables Item-total Statistics Scale Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted TROVER1 6.5286 3.2412 7069 8192 TROVER2 6.6360 3.1369 7668 7628 TROVER3 6.7238 3.2309 7136 8129 Reliability Coefficients N of Cases = Alpha = 717.0 N of Items = 8562 110   Descriptive Statistics N Minimum Maximum Mean Std Deviation TRUST1 717 1.00 5.00 4.3054 96018 TRUST2 717 1.00 5.00 4.0795 91119 TRUST3 717 1.00 5.00 3.8912 1.00939 TRUST4 717 1.00 5.00 4.2706 95097 TRUST5 717 1.00 5.00 3.9568 1.01639 TRUST6 717 1.00 5.00 3.8717 96459 Valid N (listwise) 717 R E L I A B I L I T Y A N A L Y S I S - S C A L E Mean Std Dev Cases TRUST1 4.3054 9602 717.0 TRUST2 4.0795 9112 717.0 TRUST3 3.8912 1.0094 717.0 TRUST4 4.2706 9510 717.0 TRUST5 3.9568 1.0164 717.0 TRUST6 3.8717 9646 717.0 Statistics for SCALE Mean Variance Std Dev 24.3752 18.5057 4.3018 (A L P H A) N of Variables Item-total Statistics Scale Mean Scale Corrected Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted TRUST1 20.0697 13.6097 5610 8168 TRUST2 20.2957 13.6611 5960 8100 TRUST3 20.4840 13.3088 5673 8161 TRUST4 20.1046 13.0798 6573 7975 TRUST5 20.4184 12.6822 6617 7960 TRUST6 20.5035 13.3202 6043 8081 Reliability Coefficients N of Cases = Alpha = 717.0 N of Items = 8343 111   Appendix EXPLORATORY FACTOR ANALYSYS (EFA) KMO and Bartlett's Test Kaiser-Meyer-Olkin Adequacy Bartlett's Sphericity Test Measure of of Sampling Approx Chi-Square 866 10479.904 df 351 Sig .000 Communalities Initial Extraction USEFUL1 1.000 812 USEFUL2 1.000 856 USEFUL3 1.000 809 USEFUL4 1.000 554 EASE1 1.000 757 EASE2 1.000 578 EASE3 1.000 772 RISKPE1 1.000 596 RISKPE2 1.000 760 RISKFIN1 1.000 656 RISKFIN2 1.000 588 RISKSO1 1.000 512 RISKSO2 1.000 515 RISKTI1 1.000 536 RISKTI2 1.000 528 RISKSE1 1.000 700 RISKSE2 1.000 661 RISKSE3 1.000 660 COSTPE2 1.000 733 COSTPE1 1.000 816 COSTPE3 1.000 784 TRUST1 1.000 594 TRUST2 1.000 545 TRUST3 1.000 516 TRUST4 1.000 627 TRUST5 1.000 662 TRUST6 1.000 628 Extraction Method: Principal Component Analysis 112   Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 6.542 24.228 24.228 6.542 24.228 24.228 3.815 14.129 14.129 5.342 19.786 44.013 5.342 19.786 44.013 3.414 12.644 26.773 2.040 7.555 51.569 2.040 7.555 51.569 2.930 10.852 37.625 1.474 5.459 57.027 1.474 5.459 57.027 2.874 10.643 48.268 1.290 4.780 61.807 1.290 4.780 61.807 2.477 9.175 57.443 1.068 3.954 65.761 1.068 3.954 65.761 2.246 8.318 65.761 943 3.491 69.252 794 2.940 72.192 730 2.704 74.896 10 676 2.505 77.401 11 609 2.256 79.657 12 559 2.071 81.728 13 541 2.003 83.732 14 492 1.824 85.556 15 464 1.718 87.274 16 433 1.605 88.878 17 411 1.521 90.400 18 377 1.396 91.796 19 330 1.222 93.018 20 317 1.176 94.193 21 304 1.126 95.320 22 279 1.032 96.352 23 242 898 97.250 24 225 833 98.082 25 214 792 98.874 26 163 604 99.478 27 141 522 100.000 Extraction Method: Principal Component Analysis Component Matrix(a) Component RISKSE1 692 RISKSE2 691 RISKSE3 674 113   RISKFIN1 639 RISKTI2 629 COSTPE1 621 RISKTI1 615 COSTPE3 599 COSTPE2 583 RISKSO1 580 RISKSO2 572 RISKFIN2 TRUST2 TRUST4 TRUST1 USEFUL3 715 USEFUL2 704 EASE3 694 USEFUL1 658 EASE1 657 USEFUL4 652 EASE2 616 TRUST6 573 TRUST5 550 TRUST3 RISKPE2 565 571 RISKPE1 502 505 a components extracted Rotated Component Matrix(a) Component RISKSE1 763 RISKSE2 720 RISKSE3 713 RISKSO1 672 RISKSO2 655 RISKTI1 509 RISKTI2 507 TRUST4 764 TRUST5 761 TRUST6 725 TRUST3 698 TRUST2 668 114   TRUST1 634 USEFUL2 892 USEFUL1 873 USEFUL3 840 USEFUL4 519 COSTPE1 852 COSTPE3 843 COSTPE2 794 EASE1 811 EASE3 792 EASE2 663 RISKFIN2 RISKPE2 811 RISKPE1 712 RISKFIN1 503 605 a Rotation converged in iterations Component Transformation Matrix Component 657 394 149 466 111 402 -.241 490 574 -.281 529 -.118 -.162 -.679 497 358 264 260 -.406 182 -.467 605 437 -.164 -.443 179 -.162 -.176 -.098 840 -.351 280 397 423 -.661 -.156 Correlation Matrix Correlation TROVER1 TROVER2 TROVER3 TROVER1 1.000 685 617 TROVER2 685 1.000 694 TROVER3 617 694 1.000 KMO and Bartlett's Test Kaiser-Meyer-Olkin Adequacy Bartlett's Sphericity Test Measure of Sampling 726 of Approx Chi-Square df Sig 975.046 000 115   Communalities Initial Extraction TROVER1 1.000 755 TROVER2 1.000 814 TROVER3 1.000 762 Extraction Method: Principal Component Analysis Total Variance Explained Initial Eigenvalues Component Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.331 77.695 77.695 384 12.789 90.483 285 9.517 100.000 Total 2.331 % of Variance Cumulative % 77.695 77.695 Extraction Method: Principal Component Analysis Component Matrix(a) Component TROVER2 902 TROVER3 873 TROVER1 869 a components extracted 116   Appendix REGRESSION Variables Entered/Removed(b) Model Variables Entered Variables Removed Method TRUST, COSTPE, USEFUL, RISK1, EASILY, RISK2(a) Enter COSTPE Backward (criterion: Probability of F-toremove >= 100) a All requested variables entered b Dependent Variable: TRUOVER Model Summary(c) Model R R Square Adjusted R Square Std Error of the Estimate 579(a) 336 330 8184684 579(b) 336 331 8179600 DurbinWatson 1.978 a Predictors: (Constant), TRUST, COSTPE, USEFUL, RISK1, EASILY, RISK2 b Predictors: (Constant), TRUST, USEFUL, RISK1, EASILY, RISK2 c Dependent Variable: TRUOVER ANOVA(c) Sum of Squares Model df Mean Square Regressio n 240.378 40.063 Residual 475.622 710 670 Total 716.000 716 Regressio n 240.300 48.060 Residual 475.701 711 669 Total 716.000 716 F Sig 59.805 000(a) 71.832 000(b) a Predictors: (Constant), TRUST, COSTPE, USEFUL, RISK1, EASILY, RISK2 b Predictors: (Constant), TRUST, USEFUL, RISK1, EASILY, RISK2 c Dependent Variable: TRUOVER Coefficients(a) Model Unstandardized Coefficients B Std Error Standardized Coefficients Beta t Sig Collinearity Statistics Tolerance VIF 117   (Constant) -1.128E-06 031 000 1.000 USEFUL 262 031 262 8.559 000 1.000 1.000 EASILY 304 031 304 9.930 000 1.000 1.000 RISK1 -.163 031 -.163 -5.339 000 1.000 1.000 RISK2 -.136 031 -.136 -4.432 000 1.000 1.000 COSTPE 010 031 010 342 732 1.000 1.000 TRUST 360 031 360 11.771 000 1.000 1.000 -1.129E-06 031 000 1.000 USEFUL 262 031 262 8.565 000 1.000 1.000 EASILY 304 031 304 9.936 000 1.000 1.000 RISK1 -.163 031 -.163 -5.342 000 1.000 1.000 RISK2 -.136 031 -.136 -4.435 000 1.000 1.000 TRUST 360 031 360 11.778 000 1.000 1.000 (Constant) a Dependent Variable: TRUOVER Collinearity Diagnostics(a) Model Dimension Eigenvalue Condition Index Variance Proportions (Constant) Useful Easily Risk1 Risk2 Costpe Trust 1.002 1.000 00 05 12 27 50 06 00 1.000 1.001 44 24 02 16 00 03 11 1.000 1.001 03 34 06 04 00 15 37 1.000 1.001 00 00 04 05 00 64 27 1.000 1.001 42 00 16 19 00 05 17 1.000 1.001 10 32 48 04 00 00 07 998 1.002 00 05 12 27 50 06 00 1.002 1.000 00 06 14 30 50 00 1.000 1.001 43 28 03 13 00 12 1.000 1.001 04 27 02 07 00 61 1.000 1.001 44 02 19 14 00 21 1.000 1.001 09 32 48 04 00 07 998 1.002 00 06 14 30 50 00 a Dependent Variable: TRUOVER Excluded Variables(b) Model Beta In t Sig Partial Correlation Collinearity Statistics Tolerance Costpe 010(a) 342 732 013 1.000 VIF 1.000 Minimum Tolerance 1.000 a Predictors in the Model: (Constant), TRUST, USEFUL, RISK1, EASILY, RISK2 b Dependent Variable: TRUOVER 118   Casewise Diagnostics(a) Case Number Std Residual TRUOVER 49 -3.218 -2.6772 68 -4.174 -2.6772 214 -3.658 -2.6772 416 -3.218 -2.6772 435 -4.174 -2.6772 581 -3.658 -2.6772 a Dependent Variable: TRUOVER Residuals Statistics(a) Minimum Predicted Value Maximum Mean Std Deviation N -2.312058 1.637168 -.000001 5793222 717 -3.991 2.826 000 1.000 717 0345442 1569558 0709239 0238623 717 Adjusted Predicted Value -2.300035 1.627989 -.000068 5787849 717 Residual -3.413954 1.890690 000000 8150990 717 Std Residual -4.174 2.311 000 997 717 Stud Residual -4.189 2.322 000 1.001 717 -3.438448 1.907663 000067 8227372 717 -4.238 2.329 000 1.003 717 Mahal Distance 278 25.365 4.993 4.302 717 Cook's Distance 000 023 002 003 717 Centered Leverage Value 000 035 007 006 717 Std Predicted Value Standard Error Predicted Value of Deleted Residual Stud Deleted Residual a Dependent Variable: TRUOVER 119   120 ...   2.1 Banking in Vietnam   2.2 Mobile Banking Services 10   2.3 Mobile Financial Services 13   2.4 Mobile Commerce Services 15   2.5 Mobile banking. .. where with mobile handsets or personal digital devices In some context, mobile banking service is also called "Mobile banking" • SMS banking refer to the service or type of access the core banking. .. Vietnam with updated data from Vietnam government (State Bank of Vietnam); Mobile banking in Asia and some other countries, that also present the potential market of mobile baking services; Mobile