| dc.description.abstract | Purpose - The aim of this research is to explore key antecedents that affect the
customer usage intention of internet banking service in Hochiminh city of Vietnam.
Design/methodology/approach - A quantitative research was applied with survey
questionnaire dispatched to 470 respondents at bank counter and via email also. Prior to the
official survey, a pilot test in 10 respondents who had been used internet banking more than
three years and bank staffs. A number of 194 usable responses were used as input data.
Findings – The results indicate that the customers‟ usage intention was affected
mostly by the perceived usefulness characteristics and the perceived ease of use secondly.
The findings suggest that banks should have specific plans to develop services and related
facilities, including software or machinery.
Research limitation – The result only aims to Hochiminh city customers only, and
with limitation of respondents, it may bias. Moreover, the indicators of financial risk were
still limited in two. So, it may not enough information for customer to give out their real view
of point.
Managerial implication – The research points out that although perceived risk had not
effected to usage intention of users, banks still need much care on this issue to prevent
negative affection from users. Besides, as perceived usefulness got highest score in adoption
of customers‟ usage of internet banking, the service providers develop more utilities and
extend the services.
Keywords: internet banking, usage intention, TAM | en_US |
