Factors affecting the decision to use chatbots in e-banking services of GenZ customers in Vietnam
Year: 2024
Type: article
Study design: Observational Study
Abstract: This article aims to measure and identify the factors influencing the decision to use Chatbot in e-banking services for GenZ customers in Vietnam through 292 customers. Testing methods: Cronbach’s Alpha trust factor, EFA discovery factor analysis, and regression analysis have shown that 07 factors directly affect GenZ’s decision to use Chatbot. Those factors include (1) Customer attitude; (2) Useful perception; (3) Perception of ease of use; (4) Behavioral control perception; (5) Risk perception; (6) Subjective norms and (7) Trust. On that basis, the article has set out management implications for Vietnamese commercial banks to approach and increase the decision of customers aged 18–24 years in Vietnam.
DOI: 10.24294/jipd9688
Authors: Nguyen Phuc Quy Thanh, Chau Dinh Linh
Institution: Ho Chi Minh University of Banking
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4404337772