Sustainable development of digital banking in vietnam: Focused on perceived it quality issues, social and environmental concern features

Abstract

The sustainable development of Digital Banking has become an important goal for the banking industry, as it seeks to balance the benefits of technology with social and environmental concerns. This study aims to investigate the importance of considering Information Technology (IT) Quality, Social Influences, and Environmental Features in the sustainable development of Digital Banking services, which can ultimately influence Usage Behavior. The research is based on the ISS model and Trust-based model, along with additional factors, including: Environmental Features from the authors’ suggestion, Social Influences derived from the UTAUT model and Attitude stemming from TRA model. Our results demonstrate that Information Quality, Social Influences have a significant impact on Trust, whereas Environmental Features strongly influence Attitude towards Digital Banking services. Customers who perceive Digital Banking services to have high levels of Information Quality, positive Social Influences, and environmentally responsible features are more likely to trust and have a positive Attitude towards these services. The study highlights the importance of these factors in building customer Trust and shaping Attitude towards Digital Banking services. Banks must therefore focus on improving Information Quality, promoting positive Social Influences, and implementing Environmental Features to develop Trust and positive Attitude among their customers.