Factors affecting Self-service technology intention of Internet Banking service

Abstract

Today, self-service technology is emerging as a new trend in practically every industry. Despite the accolades for this new technology, others argue that it is overly complex and does not prioritize customer privacy or autonomy. Many talks regarding how customers would experience and utilize self-service technology in the future of digital banking have been motivated by the concept of reaching hedonic value and utilitarian value. Using expert contributors' insights, this study investigates the factors that affecting Self-service technology intention of Internet Banking service.The study was conducted online from students and workers in Ho Chi Minh City. The study aims to validate the research model's reliability and validity. After acquiring the information, SmartPLS software was used to process it. In terms of applicability, we offer a new framework to provides a new model for customers who have used self-service services to discover factors that affect customers' behavioral intentions toward self-service technologies (SST) in Vietnam's Internet banking services in the future and suggest new avenues of exploration that will assist policymakers, specialists, and academic researchers. The final item on our future research agenda is a checklist for academics that shows why today's customers choose self-service technologies over staff-based solutions and help the managers assess consumer acceptance of self-service technologies and establish the optimal technology and human deployment strategy.