Customer’ trust on e-banking services in the online identity theft context- An empirical study in Hanoi

Abstract

The purpose of this study is empirical research to upgrade customer trust in e-banking platforms
through practical e-banking service quality, customer satisfaction and the fear of online identity theft. Data
was collected through structured questionnaires from 188 individual e-banking customers in Hanoi during
the period from April to June 2023. To test hypotheses, the structural equation modeling (SEM) method
was used. The findings revealed that e-service quality aspects have improved customer satisfaction and
enhanced their trust, at the same time, customer trust improves as they feel their fear of identity theft
diminishing. The results of this study provide useful information for commercial bank managers to consider
aspects of e-banking service quality to achieve satisfaction, trust and a better understanding of the impact of
fear of online identity theft on customer trust in the context of online identity theft increased in Vietnam.