A Model of Factors Influencing Behavioral Intention to Use Internet Banking and The Moderating Role of Anxiety: Evidence from Vietnam

Giao, Ha Nam Khanh and Vuong, Bui Nhat and Tung, Duy Dao and Quan, Tran Nhu A Model of Factors Influencing Behavioral Intention to Use Internet Banking and The Moderating Role of Anxiety: Evidence from Vietnam. WSEAS Transactions on Business and Economics, 2020, vol. 17, pp. 551-561. [Journal article (Paginated)]

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English abstract

Internet banking is becoming a new focus as the number of internet users and its benefits are increasing worldwide and its benefits. However, the degree of intent to use internet banking is still a question of interest. Thus, the purpose of this paper is to investigate the factors affecting attitude and behavioral intention to use internet banking in Viet Nam, as well as the moderating role of anxiety, will be examined. Totally, 584 questionnaires were collected for the final analysis. The results from the partial least squares structural equation modeling (PLS-SEM) using the SmartPLS 3.0 program showed that facilitating condition, performance expectancy, social influence, perceived credibility, and effort expectancy had a positive impact on attitude and behavioral intention to use internet banking. Besides, anxiety decreased behavioral intention and it also dampened the positive relationship between attitude and behavioral intention. The findings of this study could help banks to improve their service to attract more users. Besides, the use of internet banking could reduce the frequency to a bank that indirectly reduces costs.

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[1] Vuong, B.N., et al. An empirical analysis of mobile banking adoption in Vietnam. Gestão e Sociedade 2020, 14, 3365-3393, https://doi.org/10.21171/ges.v14i37.3078. [2] Weir, C.S., et al. On the role of metaphor and language in design of third party payments in eBanking: Usability and quality. International Journal of Human-Computer Studies 2006, 64, 770-784. [3] Yakhlef, A. Does the Internet compete with or complementbricks‐and‐mortar bank branches? International Journal of Retail & Distribution Management 2001, 29, 272-281. [4] Bhattacherjee, A. Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly 2001, 25, 351-370. [5] Myrtidis, A.; Weerakkody, V. A study of information systems investment evaluation in the Greek banking sector. Information Technology for Development 2008, 14, 11-30. [6] Venkatesh, V., et al. User acceptance of information technology: Toward a unified view. MIS Quarterly 2003, 27, 425-478. [7] Warshaw, P.R.; Davis, F.D. The accuracy of behavioral intention versus behavioral expectation for predicting behavioral goals. The Journal of Psychology 1985, 119, 599-602. [8] Ajzen, I. The theory of planned behavior. Organizational Behavior and Human Decision Processes 1991, 50, 179-211. [9] Taylor, S.; Todd, P.A. Understanding information technology usage: A test of competing models. Information Systems Research 1995, 6, 144-176. [10] Hooi Ting, D., et al. Dependency on smartphone and the impact on purchase behaviour. Young Consumers 2011, 12, 193-203. [11] Bagozzi, R.P.; Dholakia, U.M. Intentional social action in virtual communities. Journal of Interactive Marketing 2002, 16, 2-21. [12] Khan, A.P., et al. Factors influencing consumer intentions to adopt online banking in Malaysia. Business & Economic Review 2017, 9, 101-134. [13] Chao, C.-M. Factors determining the behavioral intention to use mobile learning: An application and extension of the UTAUT model. Frontiers in psychology 2019, 10, 1652-1652. [14] Raman, A.; Don, Y. Preservice teachers’ acceptance of learning management software: An application of the UTAUT2 model. International Education Studies 2013, 6, 157-164. [15] Davis, F.D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 1989, 13, 319-340. [16] Giao, H.N.K., et al. The influence of website quality on consumer's e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management 2020, 8, 351-370, https://doi.org/10.5257/j.uscm.2019.11.004. [17] Liao, Z.; Cheung, M.T. Internet-based e-banking and consumer attitudes: An empirical study. Information & Management 2002, 39, 283-295. [18] Venkatesh, V.; Bala, H. Technology acceptance model 3 and a research agenda on interventions. Decision Sciences 2008, 39, 273-315. [19] Vuong, B.N.; Suntrayuth, S. The impact of human resource management practices on employee engagement and moderating role of gender and marital status: An evidence from the Vietnamese banking industry. Management Science Letters 2020, 10, 1633–1648, https://doi.org/10.5267/j.msl.2019.12.003. [20] Giao, H.N.K., et al. The effect of emotional intelligence on turnover intention and the moderating role of perceived organizational support: Evidence from the banking industry of Vietnam. Sustainability 2020, 12, 1857, https://doi.org/10.3390/su12051857. [21] Vuong, B.N.; Giao, H.N.K. The Impact of Perceived Brand Globalness on Consumers’ Purchase Intention and the Moderating Role of Consumer Ethnocentrism: An Evidence from Vietnam. Journal of International Consumer Marketing 2020, 32, 47-68, https://doi.org/10.1080/08961530.2019.1619115. [22] Giao, H.N.K., et al. A model of organizational culture for enhancing organizational commitment in telecom industry: Evidence from vietnam. WSEAS Transactions on Business and Economics 2020, 17, 215-224, https://doi.org/10.37394/23207.2020.17.23. [23] Giao, H.N.K.; Vuong, B.N. Giáo trình cao học phương pháp nghiên cứu khoa học trong kinh doanh cập nhật SmartPLS; Nhà Xuất Bản Tài Chính: TP. Hồ Chí Minh, 2019. [24] Vuong, B.N. Ảnh hưởng của các yếu tố chất lượng cuộc sống nơi làm việc đến sự gắn kết với tổ chức của nhân viên ngân hàng thương mại cổ phần Á Châu tại TP. HCM. Huflit Journal of Science 2017, 4, 37-47. [25] Giao, H.N.K.; Vương, B.N. Ảnh hưởng của các yếu tố văn hóa doanh nghiệp đến sự gắn bó của nhân viên với tổ chức tại Công ty CP CMC Telecom Thành Phố Hồ Chí Minh. Tạp chí Kinh tế - Kỹ thuật 2016, 13, 87-101. [26] Vuong, B.N.; Arthachinda, P. The effect of transformational leadership on job performance through the mediation of job satisfaction: The case of Vietnamese state-owned organizations. The Korean Association For Public Administration 2019, 161, 519-548. [27] Giao, H.N.K.; Vuong, B.N. Vietnamese Consumer Attitudes towards Smartphone Advertising. The Journal of Asian Finance, Economics and Business 2020, 7, 195-204, doi:https://doi.org/10.13106/jafeb.2020.vol7.no5.195.

Item type:	Journal article (Paginated)
Keywords:	anxiety, facilitating condition, performance expectancy, social influence, perceived credibility, and effort expectancy
Subjects:	B. Information use and sociology of information F. Management.
Depositing user:	Dr Bui Nhat Vuong
Date deposited:	14 Aug 2020 07:53
Last modified:	14 Aug 2020 07:53
URI:	http://hdl.handle.net/10760/40011

Available Versions of this Item

• A Model of Factors Influencing Behavioral Intention to Use Internet Banking and The Moderating Role of Anxiety: Evidence from Vietnam. (deposited 14 Aug 2020 07:53) [Currently Displayed]
  • A Model of Factors Influencing Behavioral Intention to Use Internet Banking and The Moderating Role of Anxiety: Evidence from Vietnam. (deposited 15 Aug 2020 01:57)

References

[1] Vuong, B.N., et al. An empirical analysis of mobile banking adoption in Vietnam. Gestão e Sociedade 2020, 14, 3365-3393, https://doi.org/10.21171/ges.v14i37.3078.

[2] Weir, C.S., et al. On the role of metaphor and language in design of third party payments in eBanking: Usability and quality. International Journal of Human-Computer Studies 2006, 64, 770-784.

[3] Yakhlef, A. Does the Internet compete with or complementbricks‐and‐mortar bank branches? International Journal of Retail & Distribution Management 2001, 29, 272-281.

[4] Bhattacherjee, A. Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly 2001, 25, 351-370.

[5] Myrtidis, A.; Weerakkody, V. A study of information systems investment evaluation in the Greek banking sector. Information Technology for Development 2008, 14, 11-30.

[6] Venkatesh, V., et al. User acceptance of information technology: Toward a unified view. MIS Quarterly 2003, 27, 425-478.

[7] Warshaw, P.R.; Davis, F.D. The accuracy of behavioral intention versus behavioral expectation for predicting behavioral goals. The Journal of Psychology 1985, 119, 599-602.

[8] Ajzen, I. The theory of planned behavior. Organizational Behavior and Human Decision Processes 1991, 50, 179-211.

[9] Taylor, S.; Todd, P.A. Understanding information technology usage: A test of competing models. Information Systems Research 1995, 6, 144-176.

[10] Hooi Ting, D., et al. Dependency on smartphone and the impact on purchase behaviour. Young Consumers 2011, 12, 193-203.

[11] Bagozzi, R.P.; Dholakia, U.M. Intentional social action in virtual communities. Journal of Interactive Marketing 2002, 16, 2-21.

[12] Khan, A.P., et al. Factors influencing consumer intentions to adopt online banking in Malaysia. Business & Economic Review 2017, 9, 101-134.

[13] Chao, C.-M. Factors determining the behavioral intention to use mobile learning: An application and extension of the UTAUT model. Frontiers in psychology 2019, 10, 1652-1652.

[14] Raman, A.; Don, Y. Preservice teachers’ acceptance of learning management software: An application of the UTAUT2 model. International Education Studies 2013, 6, 157-164.

[15] Davis, F.D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 1989, 13, 319-340.

[16] Giao, H.N.K., et al. The influence of website quality on consumer's e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management 2020, 8, 351-370, https://doi.org/10.5257/j.uscm.2019.11.004.

[17] Liao, Z.; Cheung, M.T. Internet-based e-banking and consumer attitudes: An empirical study. Information & Management 2002, 39, 283-295.

[18] Venkatesh, V.; Bala, H. Technology acceptance model 3 and a research agenda on interventions. Decision Sciences 2008, 39, 273-315.

[19] Vuong, B.N.; Suntrayuth, S. The impact of human resource management practices on employee engagement and moderating role of gender and marital status: An evidence from the Vietnamese banking industry. Management Science Letters 2020, 10, 1633–1648, https://doi.org/10.5267/j.msl.2019.12.003.

[20] Giao, H.N.K., et al. The effect of emotional intelligence on turnover intention and the moderating role of perceived organizational support: Evidence from the banking industry of Vietnam. Sustainability 2020, 12, 1857, https://doi.org/10.3390/su12051857.

[21] Vuong, B.N.; Giao, H.N.K. The Impact of Perceived Brand Globalness on Consumers’ Purchase Intention and the Moderating Role of Consumer Ethnocentrism: An Evidence from Vietnam. Journal of International Consumer Marketing 2020, 32, 47-68, https://doi.org/10.1080/08961530.2019.1619115.

[22] Giao, H.N.K., et al. A model of organizational culture for enhancing organizational commitment in telecom industry: Evidence from vietnam. WSEAS Transactions on Business and Economics 2020, 17, 215-224, https://doi.org/10.37394/23207.2020.17.23.

[23] Giao, H.N.K.; Vuong, B.N. Giáo trình cao học phương pháp nghiên cứu khoa học trong kinh doanh cập nhật SmartPLS; Nhà Xuất Bản Tài Chính: TP. Hồ Chí Minh, 2019.

[24] Vuong, B.N. Ảnh hưởng của các yếu tố chất lượng cuộc sống nơi làm việc đến sự gắn kết với tổ chức của nhân viên ngân hàng thương mại cổ phần Á Châu tại TP. HCM. Huflit Journal of Science 2017, 4, 37-47.

[25] Giao, H.N.K.; Vương, B.N. Ảnh hưởng của các yếu tố văn hóa doanh nghiệp đến sự gắn bó của nhân viên với tổ chức tại Công ty CP CMC Telecom Thành Phố Hồ Chí Minh. Tạp chí Kinh tế - Kỹ thuật 2016, 13, 87-101.

[26] Vuong, B.N.; Arthachinda, P. The effect of transformational leadership on job performance through the mediation of job satisfaction: The case of Vietnamese state-owned organizations. The Korean Association For Public Administration 2019, 161, 519-548.

[27] Giao, H.N.K.; Vuong, B.N. Vietnamese Consumer Attitudes towards Smartphone Advertising. The Journal of Asian Finance, Economics and Business 2020, 7, 195-204, doi:https://doi.org/10.13106/jafeb.2020.vol7.no5.195.

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