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Factors Affecting the Intention to Use Digital Banking Services: A Case Study on Elderly Customers in Vietnam

Author

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  • Tran Thi Thanh Nga

    (University of Finance – Marketing, Ho Chi Minh City, Vietnam)

Abstract

Based on Technology Acceptance Theory (TAM) and Linear Structural Model (SEM), the author predicts factors affecting the intention to use digital banking of customers from 50 years old in Vietnam. For this study, 350 valid responses out of 398 survey participants have been collected and utilized for data analysis, digital banking are found easy to use, helpful, reliable, and less risky for elderly customers, which might increase the elderly’s demands and intentions to use them. Regarding the behaviors of elderly customers, this study will provide an insight into elderly customers’ expectations accessing digital banking services during the COVID-19 pandemic in emerging markets. Furthermore, the researcher proposes an integrated model to predict behaviors and examines main.

Suggested Citation

  • Tran Thi Thanh Nga, 2023. "Factors Affecting the Intention to Use Digital Banking Services: A Case Study on Elderly Customers in Vietnam," HSE Economic Journal, National Research University Higher School of Economics, vol. 27(2), pages 270-289.
    • Handle: RePEc:hig:ecohse:2023:2:5
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    More about this item

    Keywords

    digital banking; elderly; SEM; Technology Acceptance Theory;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • G41 - Financial Economics - - Behavioral Finance - - - Role and Effects of Psychological, Emotional, Social, and Cognitive Factors on Decision Making in Financial Markets

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