Title: Explaining intention to use mobile banking: integrating perceived risk and trust into the technology acceptance model
Authors: Ha Nguyen Van; Long Pham; Stan Williamson; Ching-Yuen Chan; Tran Duc Thang; Vu Xuan Nam
Addresses: Faculty of Business Administration, Banking Academy, 12 Chua Boc Street, Ba Dinh District, Hanoi, 8424, Vietnam ' School of Management, College of Business and Social Sciences, University of Louisiana at Monroe, 700 University Avenue, Monroe, LA 71209, USA; Department of Economics and Management, Thuyloi University, Hanoi, Vietnam ' School of Management, College of Business and Social Sciences, University of Louisiana at Monroe, 700 University Avenue, Monroe, LA 71209, USA ' Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Main Campus, Hung Hom, Kowloon, Hong Kong ' School of Banking and Finance, National Economics University, 207 Giai Phong Road, Hanoi, 8424, Vietnam ' Economic Information System Faculty, University of Information and Communication Technology, Thai Nguyen University, Tan Thinh Ward, Thai Nguyen City, 8494, Vietnam
Abstract: This study explores customers' mobile banking acceptance behaviour using the technology acceptance model (TAM) integrated with the variables of perceived risk and trust. Research employed a sample of 403 customers of one of the largest joint stock commercial banks in Vietnam. Results show that the integrated model explains more than 76% of the variability of intention to use mobile banking. The results also show that perceived risk is negatively related to trust, perceived usefulness and intention to use mobile banking. Trust is positively associated with perceived ease of use, perceived usefulness and intention to use mobile banking. Perceived ease of use is positively associated with perceived usefulness and intention to use mobile banking. Perceived usefulness is positively related to intention to use mobile banking. Implications are drawn to enhance intention to use mobile banking.
Keywords: mobile banking; perceived risk; trust; intention to use; technology acceptance model; TAM; Vietnam.
International Journal of Applied Decision Sciences, 2021 Vol.14 No.1, pp.55 - 80
Received: 20 Aug 2019
Accepted: 02 Oct 2019
Published online: 10 Feb 2021 *