| dc.description.abstract | The world is developing with the advancement of science and technology, so many
businesses, organizations and governments apply new technologies to their products and
services. In Vietnam, one of the leading businesses in applying advanced technology is Nam A
Commercial Joint Stock Bank with its outstanding product being the ONEBANK digital
ecosystem. However, the situation of using this new service is not positive. Therefore, this thesis
was conducted with the purpose of finding out whether Effort Expectancy, Performance
Expectancy, Social Influence, Facilitating Conditions, Perceived Risk and Trust factors have any
influence on the Behavioral Intention and Use Behavior of individual customers in Ho Chi Minh
City.
A quantitative study was conducted based on 262 valid responses received from survey
participants. The data have been processed using the Exploratory Factor Analysis (EFA) method
and the Multiple Linear Regression method. Research shows that Social Influence and
Performance Expectancy have a positive impact on customers' Behavioral Intention. The
remaining factors including Effort Expectancy, Facilitating Conditions, Perceived Risk and Trust
have little influence on individual customers' Behavioral Intention. At the same time, Behavioral
Intention also has a positive impact on customers' Use Behavior. The research results of the
thesis also lead to some suggestions for enhancing customer service and drawing interest in this
novel kind of service. | en_US |
