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ABSTRACT:

This study was conducted to evaluate the factors affecting customers’ intention to use e-banking services at the Joint Stock Commercial Bank for Investment and Development of Vietnam. Using the methods of assessing the reliability of the scale, exploratory factor analysis (EFA), multiple regression analysis with data of 421 customers at the Joint Stock Commercial Bank for Investment and Development of Vietnam, the research results showed that the intention to use e-banking services of customers is affected by factors including: social influence, brand factor, perceived usefulness, perceived ease of use, technology and security. Based on the research results, the author proposes managerial implications to improve customers’ intention to use e-banking services at the Joint Stock Commercial Bank for Investment and Development of Vietnam.

KEYWORDS:

e-banking, intention to use, exploratory factor analysis (EFA), multiple regression analysis

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