Determinants of the decision to use e banking at the joint stock commercial bank for investment and development of vietnam – my tho branch

STATE BANK OF VIETNAM MINISTRY OF EDUCATION & TRAINING BANKING UNIVERSITY HO CHI MINH CITY PHẠM NGỌC ANH DETERMINANTS OF THE DECISION TO USE E-BANKING AT THE JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM – MY THO BRANCH GRADUATION THESIS MAJOR: FINANCE AND BANKING CODE: 7340201 - Ho Chi Minh City, June 2021 - STATE BANK OF VIETNAM MINISTRY OF EDUCATION & TRAINING BANKING UNIVERSITY HO CHI MINH CITY PHẠM NGỌC ANH DETERMINANTS OF THE DECISION TO USE E-BANKING AT THE JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM – MY THO BRANCH GRADUATION THESIS MAJOR: FINANCE AND BANKING CODE: 7340201 SUPERVISOR TRẦN NGUYỄN MINH HẢI, PhD - Ho Chi Minh City, June 2021 - ABSTRACT Title: DETERMINANTS OF THE DECISION TO USE E-BANKING AT THE JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM – MY THO BRANCH In the era of technology 4.0, according to the government's policy and the command of the State Bank of Vietnam on promoting the development of non-cash payments, in recent years, electronic banking services (E-Banking) have been considered as one of the most concerning issues by Joint Stock Commercial Banks and considering the determinants of the decision to use E-Banking services have always been a very important issue Because of E-Banking advantages, the user decision to use these services receives great attention from banks, including BIDV My Tho Based on the survey results at the branch, the thesis has identified five factors that have a positive impact on the customer's decision to use E-Banking services, which are (1) Perceived usefulness, (2) Social influence, (3) Branch image, (4) Facilitating condition and (5) Safety/Security In addition, the thesis also surveyed the group of people who have not yet decided to use the services about the reasons why they have not used the services at the branch and learned that they would use it if the branch meets some of their requirements In the article, the thesis has presented the role and meaning of customers' decision to use E-Banking services, outlined the theoretical basis and related empirical studies, analyzed the actual situation at BIDV My Tho using regression model, and eventually proposed some solutions on the decision to use E-Banking services at the branch via the above analysis Keywords: Decision to use, E-Banking, BIDV My Tho i COMMITMENTS I hereby declare that this thesis is my own work with the support of supervisor Trần Nguyễn Minh Hải, PhD., a lecturer of Faculty of Finance, Banking University Ho Chi Minh City The thesis does not copy other research, all statements information contained herein are correct and accurate to the best of my knowledge and belief The data and information used in the report are clearly cited and honestly Ho Chi Minh City, Author Phạm Ngọc Anh ii ACKNOWLEDGEMENT First of all, I would like to express my sincere thanks to the lecturers of Banking University Ho Chi Minh City who enthusiastically helped me a lot during my years studying at school In the past years, I have gathered a lot of knowledge and experience from passionate lecturers All of it is the basis and premise for me to write my graduation thesis This completed article would not be done without the assistance of lecturers, especially my supervisor - Trần Nguyễn Minh Hải, PhD., who has always supported and facilitated me to complete this thesis In addition, I would also like to express my sincere gratitude to the Executive Board, the staff at the Joint Stock Commercial Bank for Investment and Development of Vietnam - My Tho Branch for always facilitating me to collect information so that I can have the basis to complete the article Besides, I also acknowledge my thankfulness to customers at BIDV My Tho who participated in the survey, helping me to have data to conduct my research Due to the limitation of time, knowledge, and practical experience, this thesis certainly still has many shortcomings in the implementation process I am looking forward to receiving the sincere responses of lecturers to improve this thesis That is the basis, the premise for me to improve my knowledge in the future Best regards! iii TABLE OF CONTENTS LIST OF ABBREVIATIONS viii LIST OF TABLES AND FIGURES x CHAPTER INTRODUCTION 1.1 Research motivation 1.2 Research objectives Overall objectives Specific objectives Research questions 1.3 Research subjective and research population .3 Research subjective Research population 1.4 Research scope Geographic location Duration 1.5 Research methodology Research approaches Data collection methods 1.5.2.1 Primary data 1.5.2.2 Secondary data Data processing methods 1.6 Research contributions Theoretical contributions Empirical contributions 1.7 Research process framework 1.8 Thesis structure CHAPTER LITERATURE REVIEWS 10 2.1 An overview of Electronic-Banking services (E-Banking) 10 Electronic commerce (E-commerce) 10 Electronic Banking services 11 iv 2.1.2.1 Definition 11 2.1.2.2 Role of E-Banking in Joint-Stock Commercial Banks 11 Types of E-Banking services 12 2.1.3.1 Internet Banking 12 2.1.3.2 Automatic Teller Machine (ATM) 12 2.1.3.3 Mobile Banking 12 2.1.3.4 Phone Banking 13 2.1.3.5 Call Center 13 2.1.3.6 Home Banking 14 2.1.3.7 Kiosk Banking 14 2.2 The decision to use E-Banking services 14 2.3 Theoretical literatures .15 Theory of Stakeholders 15 Theory of Perceived Risk – TPR 16 Theory of Reasoned Action – TRA 16 Theory of Planned Behaviour – TPB 16 Unified Theory of Acceptance and Use of Technology – UTAUT 17 2.4 Relative empirical researches 18 2.5 Proposed regression model for population .22 CHAPTER RESEARCH METHODOLOGIES 24 3.1 Research process .24 3.2 Proposed regression model for population .25 3.3 Research hypotheses 25 Relationship between Perceived Usefulness and User Decision 25 Relationship between Social Influence and User Decision 25 Relationship between Branch Image and User Decision 26 Relationship between Facilitating Conditions and User Decision 26 Relationship between Safety/Security and User Decision 27 3.4 Scale construction .27 3.5 Data collection methods 29 For secondary data 29 v For primary data 30 3.6 Model testing method .30 3.7 Quantitative methods 31 Descriptive statistics method 31 3.7.1.1 Descriptive statistical analysis 32 3.7.1.2 Frequency Table 32 3.7.1.3 Cross-tabulation 32 Cronbach's Alpha reliability coefficient method 32 Exploratory factor analysis 33 Regression Analysis 34 CHAPTER RESEARCH RESULTS AND DISCUSSION .36 4.1 Background of using E-Banking at the Joint Stock Commercial Bank for Investment and Development of Vietnam – My Tho Branch 36 4.2 Research results 37 Descriptive statistics 37 Analyzing the Reliability of the Scale 41 Exploratory Factors Analysis (EFA) 42 Pearson correlation coefficients 44 Regression test results 45 Variance Inflation Factor test 46 Heteroskedasticity test 47 Accepted linear regression model 47 4.2.8.1 Testing the assumptions of the residual normal distribution 48 4.2.8.2 Testing assumption of the linear relationship 49 4.3 Discussion based on the results of data processing 49 CHAPTER CONCLUSIONS AND RECOMMENDATIONS .53 5.1 Recommendations .53 Safety and Security 53 Perceived Usefulness 54 Facilitating Conditions 55 Branch Image 56 vi Social Influence 57 5.2 Conclusions .57 5.3 Limitations and future research 59 THESIS SUMMARY 61 REFERENCES i APPENDIX: SURVEY QUESTIONNAIRES .xi vii LIST OF ABBREVIATIONS APEC Asia-Pacific Economic Cooperation ATM Automatic Teller Machine BIDV My Tho The Joint Stock Commercial Bank for Investment and Development of Vietnam – My Tho Branch CIA Central Intelligence Agency 𝐶/𝐴 Cronbach's Alpha E-Banking Electronic Banking E-commerce Electronic commerce ECSG Electronic Commerce Steering Group EDI Electronic Data Interchange EFA Exploratory Factor Analysis IBM International Business Machines IT Information Technology JSCB Joint Stock Commercial Bank JSCBs Joint Stock Commercial Banks KMO Kaiser-Meyer-Olkin MHB Mekong 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I am currently a student at the faculty of Finance and Banking, Banking University of Ho Chi Minh City Currently, I am researching the topic "Determinants of the decision to use E-Banking at the Joint Stock Commercial Bank for Investment and Development of Vietnam - My Tho Branch" The purpose of the research is to provide you with more modern and convenient E-Banking services So it is a pleasure that you take your precious time to answer the questions in the following survey The survey consists of parts: + Part I General Information + Part II Perception of E-Banking services The survey information from you will only be used for the research purpose of the topic and the information of the respondents will be kept confidential Looking forward to your support Sincerely thanks! GENERAL INFORMATION Gender  Male  Female  Other  18 – 30  31 – 50 Age  Under 18  Above 50 Education level  High school  Tertiary Education  Apprentice  College  Postgraduate  Other Average monthly income (in million VND)  Under  From 5-15  From 15-30  Above 30 Which of the following services you know at BIDV My Tho?  Internet Banking  Mobile Banking  Phone Banking  Call Center  Home Banking  ATM Card  SmartBanking xi Have you ever used E-Banking services at BIDV My Tho?  No, answer questions 7-8  Yes, answer questions 9-14 (For customers who have not used the service at BIDV My Tho) You have not used E-Banking services at BIDV My Tho because: (You can choose more than one answer)  I don't have the Internet  I don't have a computer at home  Expensive Internet cost  I haven't heard about E-Banking  I don't need to use it  I already used this service at another bank  Other (Please specify) You would use E-Banking services at BIDV My Tho if the bank meets this requirement: (You can choose more than answer)  Free Internet access  Guiding in using E-Banking services  Free maintenance fee  Free services charge  Other (Please specify) (For customers who have used the service at the Branch) Which of the following services have you used at the Branch?  Internet Banking  Mobile Banking  Phone Banking  Call Center  Home Banking  ATM Card service  SmartBanking 10 How long have you used E-Banking services at the Branch?  Less than year  1–3 years  3–5 years  More than years 11 You use E-Banking services for: (You can choose more than one option)  Information query  Payment  Saving  Statement printing  Transfer  Other (Please specify) xii PERCEPTION OF E-BANKING SERVICES (For customers who have used the service at the Branch) Please mark [X] in the corresponding box Level Strongly disagree; Level 2: Disagree Level 3: Normal; Level 4: Agree; Level 5: Strongly agree Strongly Perceived Usefulness PU1 PU2 PU3 Neutral Agree 5 5 5 5 5 Disagree Using E-Banking allows me to make bank transactions faster Using E-Banking can save transaction fees by not going to the bank Using E-Banking increases my work efficiency many times Strongly Disagree Agree I can easily log in and perform the next PU4 steps in E-Banking transactions at BIDV My Tho Social Influence People who influence my behavior SI1 (such as leaders, managers, etc.) recommend that I should use E-Banking at BIDV My Tho People who are important to me (family, SI2 relatives, friends, etc.) recommend that I should use E-Banking at BIDV My Tho People on social networks (Facebook, SI3 Zalo, etc.) suggest using E-Banking at BIDV My Tho Branch Image BI1 BI2 BIDV My Tho has attractive services brochures, documents BIDV My Tho has clear and error-free transaction documents Branch staffs give advice and answer BI3 satisfactorily questions and complaints of customers xiii BI4 BI5 BI6 Branch staffs are very courteous and considerate to customers Branch staffs serve customers quickly and promptly Branch staffs understand all about EBanking services when consulting 5 5 5 5 5 5 Facilitating Conditions FC1 FC2 FC3 I have the necessary resources to use EBanking I easily learn how to use E-Banking services at the branch I easily perform and use E-Banking services Safety/Security I believe that my personal information SS1 will be protected when making EBanking transactions at BIDV My Tho Using E-Banking services of the branch SS2 at home is as safe as making direct transactions at the counter BIDV My Tho has solved the problems SS3 or errors in the process of using EBanking well User Decision I am satisfied with the quality of E- UD1 Banking services that I am using at BIDV My Tho UD2 I will continue to use E-Banking services at BIDV My Tho I will recommend my relatives and UD3 friends to E-Banking services at BIDV My Tho UD4 I will use the new E-Banking services provided by BIDV My Tho xiv If you don't mind, would you please provide some information (optional): Name: Phone number: Contact email: Other comments: I would like to thank you for your cooperation in the survey! In case you need to contact about the topic, please send a letter to the author, at the email address: pna1059@gmail.com or contact phone number: 0837100599 Wishing you good health, happiness, and success Best regards SINCERELY THANKS! xv xvi ... the decision to use E- Banking services at BIDV My Tho - To examine the influence of determinants of the decision to use E- banking services at BIDV My Tho - Giving recommendations for the determinants. .. E- Banking, decided to choose the research topic ? ?Determinants of the decision to use E- Banking at the Joint Stock Commercial Bank for Investment and Development of Vietnam – My Tho Branch (BIDV My Tho) ”... imperative to analyze the factors affecting the decision to use E- Banking services at the Joint Stock Commercial Bank for Investment and Development of Vietnam - My Tho Branch to help the branch develop