Factors affecting Intention to Use E-banking Services in the Context of the COVID-19 Pandemic - A Case Study in Ho Chi Minh City, Vietnam

ABSTRACT

The Study aims to explore and test the factors affecting customers' online transaction behavior with e-banking services in the Covid-19 pandemic, with TAM (Technology Acceptance Model). The author used data survey from 225 people who are customers of commercial banks in Ho Chi Minh City (HCMC). The research methods used SPSS software for EFA and CFA analysis. The results of multivariable regression analysis determined 7 factors affecting intention to use e-banking services perceived ease of use, expected effectiveness, and risk. transaction risk, bank branding, social influence, behavioral control and perceived preference. In which, the risk component in the transaction has the most important influence on the intention to use e-banking services, followed by the component of expected effectiveness, followed by the component of bank brand, followed by component of bank brand followed by the Social Influence component, then perceived ease of use, and finally behavioral control and perceived preference. The research results also serve as a basis for a survey for Vietnamese banks to promote using e-banking services by customers in developing electronic products in Vietnam.