A study on the determinants of customer intention to the use of online banking

Abstract

Numerous Vietnamese banks have launched online banking services to offer improved service to
existing customers and attract new ones. However, online banking new to most people in Vietnam, and
rates of adoption of online banking. This study focuses on this issue and attempts to identify the
determinants of customer intention to use online banking. A research framework based on the DeLone
and McLean Information System Success (D and M IS) model for assessing website quality and the
literature on brand credibility was developed to identify the factors that can affect customer intention to
use online banking. This study uses customers of the financial industry in Vietnam as subjects and
collects 164 valid questionnaires. Partial Least Squares (PLS) method is applied in the investigation. The
analytical results indicate that brand credibility can affect customer intention to use online banking.