Research on factors affecting intention to use digital banking services at branches of commercial banks in Bac Ninh Province

Abstract

The fourth industrial revolution (Industry 4.0) and the outbreak of the Covid-19 pandemic have impacted all aspects of socio-economic life in the world and in Vietnam, including the financial and banking sector. Making the transition from traditional banking to digital banking is no longer a choice but an inevitable need of banks. This is both an opportunity but also a great challenge for banks in Vietnam today. Using Binary logistic regression model, the article shows the factors affecting the intention to use digital banking services at commercial bank branches in Bac Ninh province through customer survey during the period from September 2021 to December 2021. The results shown that the positive impact of the bank's brand factors, the relationship with the bank, the influence of society, technology and security on the intention to use digital banking services. Among these factors, technology has the
greatest impact on the intention to use digital banking services. Thereby, this study assessing the factors affecting customers' intention to use digital banking services, giving implications and discussing to develop digital banking in Vietnam in the future.