Title: Investigate switching behaviours from physical to online: evidence from e-banking users

Authors: Nguyen-Khai Hoang; Nam Tien Duong

Addresses: Faculty of Business Administration, HUTECH University, 475A Dien Bien Phu, Ward 25, Binh Thanh District, Ho Chi Minh City, Vietnam ' Department of Science, Technology and International Projects, Ho Chi Minh City University of Economics and Finance (UEF), 141-145 Dien Bien Phu, Ward 15, Binh Thanh District, Ho Chi Minh City, Vietnam

Abstract: When the frequency of users' use of the online market increases, it implies that the frequency of users' use of the physical market will decrease accordingly. Therefore, factors related to the physical market, such as the relationship inertia and satisfaction of the physical market, may affect the users' acceptance behaviour of the online market. This study aims to explore and verify the influencing factors of switching intentions and behaviours from physical banks to e-banks among users. A total of 700 questionnaires were distributed, and 445 valid questionnaires were collected, with a valid recovery rate of 63.57%. The results show that users' switching intentions from physical to e-banks are influenced by switching benefits and costs. Besides, switching intentions affect switching behaviours. Lastly, the higher the degree of users' relationship inertia and satisfaction with physical banks, the more it will weaken the relationship between users' switching intentions and switching behaviours.

Keywords: e-banks; intention; behaviour; physical; online; Vietnam.

DOI: 10.1504/IJTIP.2024.140635

International Journal of Technology Intelligence and Planning, 2024 Vol.13 No.3, pp.260 - 286

Received: 02 Nov 2023
Accepted: 07 Jul 2024
Published online: 28 Aug 2024 *

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