Impact of perceived safety on customers' use of digital banking servives at commercial banks: a case study in Vietnam
Authors: Tran Quang Bach, Nguyen Thi Thu Cuc, Nguyen Thi Bich Thuy
International scientific conference: Sustainable economic development of Vietnam in the new context
: . : .
Publishing year: 12/2023
The research is conducted to examine the impact of perceived safety on the behaviour
of customers using digital banking services at commercial banks in Vietnam. The study
employs quantitative research methods through exploratory factor analysis (EFA) and
linear structural modeling (SEM). Data includes 558 samples who are customers of
commercial banks. The research results show that the relationship between perceived
safety and service usage behaviour is demonstrated through the intermediate variable,
the intention to use. At the same time, the study also shows the mediating role of factors
of favourable conditions, expected efficiency and trust in the relationship between
perceived safety and customer intention to use digital banking services. From there, the
study proposes recommendations to promote customers' behaviour in using digital
banking services at commercial banks in Vietnam
Perceived safety; Favorable conditions; Expected efficiency; Trust; Intention to use; Usage behavior.
