Intention to use automated banking service of students in Ho Chi Minh city

Abstract

Vietnamese banking operations have been launched in traditional systems since most bank branches have provided services directly to customers through face-to-face interaction. Although the emergence of ATMs has conveniently served customers in withdrawal activities, customers still need to visit branches and form a long queue waiting for turns, if they want to complete other services. In terms of that inconvenient point, automated banking in particular and digital banking, in general, have been introduced as a breakthrough banking operation nowadays. This research was conducted in order to test the hypotheses developed from the factors such as Perceived SelfEfficacy (PSE), Perceived ease of use (PEOU), Perceived Usefulness (PU), Convenience (CVN), Intention to use automated banking (IU) and moderated impact of Age and Gender. The research model is based on Technology Acceptance Model (TAM) but expanded and developed by remaining variables perceived ease of use and Perceived Usefulness, and adding variables of Perceived Risk, perceived self-efficacy, Convenience and moderated impact of Age and Gender. The quantitative research method has been applied after collecting valid 335 forms, by approaching students in Ho Chi Minh City, who are studying various backgrounds. The findings reveal that all factors, except Perceived Risk, have an impact on the intention to use automated banking. It is critical to design an attractive and simple automated banking service to promote a user-friendly experience for customers. Based on these results, the author provides implications for commercial banks to increase the intention to use automated banking for young customers in Vietnam.