Factors Affect Customers’ Intention to Continue Using Mobile Banking Services at Vietnam Construction Bank

Abstract

This study aims to test the model of factors affecting the continued use of mobile banking services at Vietnam Construction Bank. The article Using integrated technology acceptance model (TAM) and inheriting the research results of Luarn and Lin [1] and Kazi and Mannan [2] to propose a research model. e study uses qualitative research methods through interviews, personal opinion collection and formal quantitative methods using a sample of size 210. The research results show that 5 factors: perceived ease of use, perceived usefulness, trust, social influence, perceived cost have a positive impact on the intention to continue using the service. Mobile Banking service. Particularly, Risk perception has a negative impact on the intention to continue using Mobile Banking services. The results also show that the proposed theoretical model is consistent with market data and the assumptions in the model are accepted. The governance implications, limitations of and directions for further research are also discussed in the article.