Factors affecting the use of Internet Banking by customers at Vietnamese commercial banks - 24

Useful

Cheng et al. (2006)

Internet Banking Adoption: An Empirical Study in Hong Kong

TAM

Easy to use

Web Security

Usage attitude

Intended use

The study uses the TAM model to add the variable of perceived website security. With the survey of customers using Internet Banking at banks in Hong Kong, similar to the previous study, ease of use directly affects the perception of usefulness and indirectly affects the intention to use, the perception of usefulness directly affects the intention to use. The difference of this study is that the factor of perceived website security is considered in relation to the factors of usefulness, attitude, and intention to use. The results show that the factor of website security affects the perception of usefulness, attitude to use, and directly affects the intention to use Internet Banking of customers in Hong Kong. The limitation of the study is that it does not consider the relationship with demographic characteristics and does not survey and study the factors affecting customers who have not used this service to help banks have strategies in expanding Internet Banking services in Hong Kong.

Usefulness

Ease of use

Ndubisi (2006)

Intention and acceptance of service use

Internet Banking

TAM

Trust

Computer experience

Usage attitude

Intended use

Ndubisi (2006) used the TAM model to add two variables: trust and computer experience. Through a survey of customers in Malaysia, the analysis of the results showed that: the trust factor has a direct and indirect impact through the usefulness factor on customers' intention to use. This is also consistent with the research results of Kent Ericksson et al. (2005). The usefulness and ease of use factors have a direct and strongest impact on the intention to use Internet Banking. This research result is different from previous research that found that the ease of use factor indirectly affects customers' intention to use Internet Banking services (Davis, 1989; Cheng et al., 2005; Kent Ericksson et al., 2005). The difference is that the computer experience factor has no impact on customers' intention and acceptance of Internet Banking in Malaysia.

Useful

Factors affecting usage intention

Easy to use

Yiu and colleagues

(2007)

Internet Banking

TAM

Creativity

Risk

in Hong Kong

Usage attitude

Intended use

Unlike the study by Cheng et al. (2005) which also studied the factors affecting the intention to use of customers in Hong Kong, the study by Yiu et al. (2007) also used the TAM model but added the variables of creativity and perceived risk. With a rather narrow research scope, asking 150 customers in Hong Kong by phone, the analysis results from the collected data showed that: usefulness, ease of use, and perceived risk have an impact on the intention to use.

and this is consistent with previous research results. However, this study differs from the

Sara (2007)

Factors Affecting Internet Banking Adoption in Iran

TAM-TPB combination

Useful feedback

Feel easy to use

Trust

Subjective standards

Perceived control behavior

Behavioral attitudes

The study combines the TAM-TPB model with the trust variable. The research results: the trust factor has a significant impact on perceived usefulness, perceived usefulness has a significant direct impact on attitude and intention to use, and the ease of use factor has a direct impact on perceived usefulness, attitude to use and an indirect impact on intention to use. The results of this study are consistent with the results of previous studies. However, the results of this study are different from other studies when using the TAM theoretical model. This study has combined both the TAM-TPB theory and shows that the trust factor has a significant impact on perceived behavior, subjective norms and Subjective norms, perceived control behavior does not affect attitude but affects customers' intention to use but not strongly. The study was conducted in a small sample of four branches of Saman Bank in Tehran, Iran, among Internet-experienced customers (both users and non-users).

Ozdemir et al. (2008)

Different Perceptions of Internet Banking Acceptors and Non-Acceptors in Turkish Retail Banks

TAM

Useful

Easy to use

Security

Risk

Usage attitude

Intended use

The study by Ozdemir et al. (2008) expanded the TAM model by adding variables: risk perception, security and external control variables: previous experiences, demographic characteristics. The study differs from previous studies, studying the difference in perception between 2 groups of customers: customers who accept and do not accept Internet Banking. The research results show that:

- The group of customers who accept Internet Banking think that it is more useful, easy to use and has less risks, while

That security, risk awareness is the most important factor.

- The group of customers accepting Internet Banking are those with higher income, less free time and they themselves are experienced in using computers so they easily feel the usefulness of Internet Banking.

However, the limitation of this study is that it was conducted in a rather narrow scope, asking 155 people with high incomes and bank accounts but did not study customers' perceptions of the quality of the Internet Banking service they are using to have a development orientation and long-term connection.

Ming-Chi Lee (2008)

Factors affecting Internet Banking acceptance

in Taiwan with combined use of TAM-TPB

TAM-TPB combination

Useful

Easy to use

Subjective standards

Controlling perceived behavior

Benefit

Risks (financial, social,

time, safety/security, performance)

Honei, Nasim (2009)

A Study of Internet Banking Adoption Rates by Customers in Midwestern Banks of the United States

TAM

Useful

Easy to use

Usage attitude

Intended use

Bank control variables

Client side control variable

row

This study differs from previous studies using the TAM model but adds control variables on the bank side (trust in Internet Banking, the bank itself, service support, web browsing) and on the customer side (knowledge, incentives, safety/security). The research results show that: the knowledge factor affects ease of use, the bank's incentives affect perceived usefulness. Perceived ease of use directly affects customers' intention to use Internet Banking, perceived usefulness does not. This result is different from previous studies, all of which suggest that perceived usefulness directly affects intention to use, while perceived ease of use indirectly affects. The inconsistent research results may be due to differences in conditions and human characteristics in the US. However, the research was conducted in one region, and the results are difficult to generalize to other countries.

Kesharwani et al. (2012)

Factors affecting acceptance

Internet Banking

in India

TAM - TPB combination

Useful feedback

Easy to use

Risk perception

Trust

Website design

Kesharwani et al. (2012) combined both TPB and TAM models to explain the factors affecting the acceptance of Internet Banking in India. The study showed that: good design of the bank's website will increase the perception of usefulness, ease of use and reduce risk. The trust factor has a negative impact on the perception of risk and perceived risk has a negative impact on the behavior of using Internet Banking of customers. This study has developed more than previous studies, studying the factors affecting Internet Banking in the relationship between trust and perceived risk, customers accept to use Internet Banking is decided by their feeling of high trust, low risk. However, this study is limited in that it only surveyed 1050 students at a university in India.

Therefore, the research results are not representative. The research subjects are students, have Internet experience, have

Le Thi Kim Tuyet (2008)

Research model of factors affecting Internet Banking

In Vietnam

TAM

Useful

Easy to use

Confident

Trust

Usage attitude

Intended use

The study proves that the TAM model is optimal in studying factors affecting Internet Banking in Vietnam. The TAM model was initially introduced by the author with 4 factors: perceived usefulness, perceived ease of use, confidence in use, perceived trust, then adjusted into a 3-factor model: usefulness, usability, perceived ease of use. The study surveyed 500 customers who use the Internet, have a bank account, aged 18-60, the analysis results showed that the factors perceived usefulness, perceived ease of use have a strong influence on the intention to use, while the factor trust has a direct and indirect influence on the intention to use through the remaining two variables. However, this study is limited in scope in Da Nang, the research model only stops at the level of intention and the TAM model itself is limited.

Le Phan Thi Dieu Thao

(2013)

Factors affecting customers' choice of using Internet Banking in the Southwest region

TAM

Useful Perception

Perceived ease of use

Risk Perception

Cost awareness

Usage attitude

Intended use

The study used the TAM model and differed from previous studies in addition to the original variables of perceived ease of use, usefulness and some other studies added the risk variable, this study also added the cost perception variable. Research results: Perceived ease of use has the strongest impact on customers' intention to use Internet Banking at banks, followed by perceived usefulness. The risk perception and cost perception factors have a negative impact on customers' intention to choose Internet Banking services, in which the risk perception factor is the strongest barrier to customers' choice of using this service. The limitation of this study is: the subject is narrow in scope, with a survey sample of 200 customers in the Southwest region and the study only stops at the intention to use.

Nguyen Manh Ha, Bui Hai Yen (2013)

Factors affecting individual customers' intention to use Internet Banking

Combination of TAM-TRA-TPB

Usefulness

Ease of use

Security and privacy

Computer efficiency

Usage attitude

Subjective standards

Cognitive behavioral control

Government support

Technology Support

The study uses the TAM model combined with TRA (this is the difference compared to previous studies), previous studies often extend the TAM model or combine TAM-TPB. This study, in addition to the original variables of the TAM model, TRA also adds the variables: security and privacy, computer efficiency, government support, technology support. Research results: The factor with the strongest influence on the intention to use

Rudi Hoppe

et al. (2001)

Factors influencing the adoption of Internet Banking in South Africa: a comparative study

TPB-IDT combination

Relative advantage

Compatibility

The complexity of technology

Risk

Subjective standards

Perceived control behavior (computer effectiveness, government facilitation, facility conditions)

infrastructure)

The research results show that: relative advantage, compatibility, trialability, risk have an impact on acceptance (this research result is consistent with previous research results), complexity has no impact (difference from previous research). Government facilitation factors, technical infrastructure conditions affect customers' acceptance of using Internet Banking. This research has shown which factors have an impact on acceptance of using Internet Banking in South Africa. However, this research result is difficult to generalize to other regions because the research was conducted in one region, the sample size is small, the respondents are mainly students and social factors have not been considered.

Jun Wu (2005)

Factors influencing the adoption of Internet Banking in Ethekweni, Southern Africa

IDT

Relative advantage

Compatibility

The complexity of technology

Risk perception

Cost perception

The study is based on the IDT theory (Rogers, 1995) with the factors: relative advantage, compatibility, technological complexity and added factors of perceived risk, perceived cost, demographic characteristics, social influence. The results of data analysis collected from 400 respondents: the factors of relative advantage, complexity, compatibility have a significant impact on the acceptance of using Internet Banking services (this result is consistent with the research of Rogers, 1995); demographic factors (age, income, education level, occupation) have an impact on the acceptance of using Internet Banking. This study is newer than previous studies, including the social influence factor (opinions of friends, parents, colleagues) into the research model, however, the results show that this factor has no impact on customers' use of Internet Banking. The research is limited to a narrow scope in one region, the survey sample is not large enough to generalize the results to other regions.

Ndubisi and Sini, (2006)

Customer Attitude, System Characteristics and Acceptance of Internet Banking in Malaysia

IDT combined with MM (The Motivation al Model)

Importance of Internet Banking

Compatibility

Complicated

Trial Availability

Risk

Convenience

Relative advantage

Khalil and Pearson, (2007)

The effect of trust on acceptance

IDT

Compatibility

The complexity of technology

Observation ability

Trust

The results of the study showed that the factors of trust, relative advantage and trialability have an impact on the attitude of use and the attitude of use affects the intention to use Internet Banking. However, this study only studied within a narrow scope of students of a university.

Expected performance

Expected Effort

Foon et al. (2011)

Internet Banking Adoption in Kuala Lumpur: An Application of the UTAUT Model

ATAUT

Social impact

Facilitation

Computer efficiency

Worry

Trust

Attitude

This study uses the UTAUT model of Venkatest et al. (2003), in addition to the 4 factors of the UTAUT model (performance expectancy, effort expectancy, social influence, facilitation), it also adds the factors: self-efficacy, anxiety, attitude towards using Internet Banking services and perceived credibility. Through the analysis of data collected from a random survey of 200 people aged (21-50) in 3 areas in Kuala Lumpur (Cheras, Ampang, Pudu) in Malaysia, the analysis results show that: the factors of performance expectancy, effort expectancy, social influence, facilitation and trust have an impact on customers' intention and behavior in accepting to use Internet Banking, while the demographic factor has no impact. Due to the small sample size of this study (customers aged 21-50 and only one locality in Malaysia) the research results are limited and cannot be representative of other regions and countries.

Expected performance

Expected Effort

Koloud and associates

(2013)

Internet Banking Accepted in Jordan:

an application of the model

UTAUT

Social impact

Facilitation

Computer efficiency

Quality of the website

The research results showed that the UTAUT model extended with the website quality factor is suitable. The website quality factor has an indirect influence on behavioral intention through the performance expectancy factor and effort expectancy factor. The results also showed that there is a relationship between the TAM model and the UTAUT model, the factors of the UTAUT model

(performance expectancy, effort expectancy) are adapted from the TAM model. The limitations of this study

Saibaba and Naryana (2013)

Factors influencing behavioral intention to adopt Internet banking in India

UTAUT

Expected performance

Expected Effort

Social impact

Facilitation

Computer efficiency

Raising awareness

Trust

Attitude

Based on the survey results of 325 individual customers of the bank in Hyderabad city, India, the study conducted an analysis and gave the following results: all 7 factors (performance expectations, effort expectations, social influence, trust, awareness raising, computer effectiveness, attitude) have direct or indirect influence on customers' acceptance of Internet Banking and in which the factor with the strongest influence is the factor of raising customers' awareness of Internet Banking services such as benefits, trust, simplicity in use. The study was conducted in one city with 325 people surveyed, this result is difficult to extrapolate to many different countries and regions and on the other hand, in addition to the above factors, customers' acceptance of using Internet Banking can also be affected by other factors such as security/confidentiality, risk, perception...

Gang Liu et al. (2008)

Customer Acceptance of Internet Banking in China's Volatile and Risky Environment

UTAUT

Expected performance

Expected Effort

Social impact

Computer efficiency

Risk

Trust

Cognitive instability

Information quality

System quality

Quality of service

Satisfaction

Behavioral intention

The study used three factors (performance expectancy, effort expectancy, social influence) of the UTAUT theoretical model (Venkatesh et al, 2003) and added the following factors: computer self-efficacy, perceived risk, perceived trust, perceived uncertainty, information quality, system quality, service quality, satisfaction, behavioral intention. The study collected data from a survey of 413 people lasting for 3 months, the respondents were business executives currently studying at schools. The analysis results showed that: computer self-efficacy affects performance expectancy, effort expectancy; Perceived trust factor affects perceived risk, perceived uncertainty and customers' perceived risk of Internet Banking. If it increases, customers' use of Internet Banking will decrease; The factors of information quality, system quality, service quality have significant influence on customer satisfaction with Internet Banking service and satisfaction has strong influence on usage behavior; performance expectation, effort expectation, social influence influence behavioral intention to use (this result is consistent with Venkatesh et al, 2003).

Dong Cheng

Accept Internet Banking

UTAUT

Expected performance

Expected Effort

of customers in China

Social impact

Quality of service

Confidence

The UTAUT theoretical model and the extension of the variables: service quality and perceived trust to explain the behavior of accepting to use Internet Banking services of customers in China. The results once again confirm the original model research of Venkatesh et al (2003) and show that: service quality factors, perceived trust have a significant impact on the behavior of using Internet Banking services of customers (this result is also consistent with the previous research of Gang Liu et al, 2008 in the case of China on the acceptance of using Internet Banking of customers)

Wadie (2011)

Factors influencing the adoption of Internet Banking in Tunisia (a small country in Africa)

-------------

----

Convenient

Risk perception

Security

Internet Knowledge

Online Banking Information

The results of data analysis obtained from a survey of 253 customers (including 95 customers using Internet Banking services) show that: the factors of convenience, risk perception, security and knowledge about the Internet have an impact on the use of Internet Banking, in which the factors of Internet knowledge and risk perception have a strong impact, while the factor of online Banking information has no impact.

Jayarman et al. (2012)

Customer use and non-use

Using Internet Banking in Malaysian Banks

-------------

-

Easy to use

Convenient

Not complicated

Trust

Safe

Fast Internet Connection

The study shows that: the group of customers who accept and do not accept Internet Banking have significantly different perceptions of the factors that influence the acceptance of using Internet Banking services: ease of use, convenience, simplicity, reliability, safety and fast internet connection. This result helps Malaysian banks have policies and programs to encourage customers who are using traditional services to switch to using Internet Banking, helping banks save costs.