Antecedents of user acceptance of digital banking service

Abstract

Digital banking is the next generation of online banking. Digital banks, which are totally virtual units, are preparing to start their operations soon. An understanding of the factors which may affect user adoption behaviour at this early stage will provide important insights for bank managers and administrative agents. The purpose of this study, therefore, is to examine the antecedents of user acceptance of digital banking products and services in the Vietnam context. Five discussions with 22 participants in Hanoi were implemented both online and onsite over a one-year period (March 2020–February 2021) to gather information. The analysis of the qualitative data helped identify three categories and eight main subcategories of factors that can affect customers’ adoption of digital banking products and services. Although there may be certain differences, these factors can either facilitate and encourage or hinder and discourage customers to adopt digital banking products and services, depending on who the customers are and what stage of development the digital banks are in. Based on these observations, implications for banks and administrative bodies are proposed to further assist the development of digital banking.