Critical success determinants influencing artificial intelligence adoption in banking sector: The case of Vietnam

The objective of this study is to explore critical success factors (CSFs) influencing AI adoption and evaluate their importance level in banking sectors using the fuzzy AHP. First, a conceptual framework based on TOEH (Technology - Organization - Environment - Human) theory was utilize to identify the CSFs influencing AI adoption in the context of Vietnamese bank sector. After this step, a specific hierarchic structure was identified considering 15 sub-criteria along with four criteria.