MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
NGUYEN QUANG TAM
STUDYING FACTORS AFFECTING INDIVIDUAL
CUSTOMERS’ INTENTION TO USE E-BANKING
SERVICES AT SAIGON THUONG TIN
COMMERCIAL JOINT STOCK BANK -
SACOMBANK
Major: BUSINESS ADMINISTRATION
ID : 9340101
SUMMARY OF DOCTORAL THESIS OF BUSINESS
ADMINISTRATION
Da Nang - 2021
THE WORK IS COMPLETED AT
DUY TAN UNIVERSITY
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Scientific tutors:
1. Ass. Prof Le Duc Toan, Ph.D.
2. Huynh Huy Hoa, Ph.D.
Reviewer 1:…………………………………………..
Reviewer 2:…………………………………………..
Reviewer 3:…………………………………………..
The thesis is defended at the Thesis Review Council
grade ………………..held at Duy Tan University
At o’clock on date month year 202...
It is possible to find out about the thesis at the Library of
Duy Tan University
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Chapter 1: INTRODUCTION ABOUT THE STUDY THESIS
1.1. Necessity of the thesis
The development of information technology, culminating in the
industrial revolution 4.0, has changed the way of interaction between
stakeholders in the economy. In the field of financial and banking
services, digital transformation has also taken place strongly and
attracted many researchers. In Vietnam, there are not many studies on
the acceptance of e-banking services.
In recent years, commercial banks have simultaneously
deployed e-banking services. Sacombank has been providing e-
banking services since 2005 and after nearly 15 years of
implementation, Sacombank has made e-banking easier to reach
customers with the motto of developing services towards simplicity
and ease to use. Sacombank determines e-banking as one of the
important services to compete and is the key to becoming a leading
modern and multi-functional retail bank in Vietnam and reaching
regional level.
Therefore, the study on factors affecting the intention to use e-
banking services is an urgent topic and the survey at Sacombank is to
ensure the research results are highly reliable.
1.2. Objectives of the study
Specify the factors affecting the individual customers' intention
to use e-banking services at Saigon Thuong Tin Commercial Joint
Stock Bank - Sacombank.
1.3. Study question
What factors affect the individual customers' intention to use e-
banking services at Saigon Thuong Tin Commercial Joint Stock Bank?
1.4. Object and scope of the study
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1.4.1. Research objects
The thesis's research object is the factors affecting the intention
to use e-banking services.
1.4.2. Research scope
- Scope of time: Secondary data are collected mainly from 2015
to 2019. Survey of customers was conducted from January 2019 to
March 2019.
- Scope of space: Research at Sacombank.
- Scope of content: E-banking services within the scope of Mobile
banking and Internet banking services.
1.5. Research methodologies
- Analysis, synthesis and comparison of secondary sources from
scientific journals, reports of commercial banks and legal documents.
- Survey of individual customers using e-banking services at 5
branches of Sacombank, including Central Ho Chi Minh City Branch
(200 customers), Da Nang Branch (200 customers), Quang Nam
Branch (100 customers), Quang Ngai Branch (100 customers) and
Nghe An Branch (100 customers). After receiving 600 questionnaires
back from Sacombank's branches, the graduate student reviewed and
removed 57 questionnaires with incomplete information. The final
result obtained by the graduate student is 543 surveys with satisfactory
answer information to be used for analysis.
- Descriptive statistics and comparative statistics of factors
affecting the intention to use e-banking services at Sacombank.
- Checking of reliability by Crobach Alpha, exploratory factor
analysis by statistical software SPSS 20.0.
- Analysis of linear structure model by Smart PLS 2.0 software.
- One-factor variance analysis (Oneway ANOVA) to compare
differences between customer groups.
1.6. New contributions of the thesis
