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研究生: 梨英俊
研究生(外文): Le Anh Thuan
論文名稱: Exploring Factors That Influence Customers’ Use of E-Banking in Vietnam
論文名稱(外文): Exploring Factors That Influence Customers’ Use of E-Banking in Vietnam
指導教授: 張鐸
學位類別: 碩士
校院名稱: 樹德科技大學
系所名稱: 資訊管理系碩士班
論文出版年: 100
畢業學年度: 99
語文別: 英文
論文頁數: 67
中文關鍵詞: E-bankingIntention to ReuseInformation System (IS) Success Model
外文關鍵詞: E-bankingIntention to ReuseInformation System (IS) Success Model
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  • 點閱:10
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With the development of Internet technology continues, the number of people who use Internet has increased rapidly in the world. E-banking grows faster than other e-commerce sectors and it has emerged as an evolution of application technology on banking industry.
The purpose of this study is to investigate the factors that influence Vietnamese consumer individuals’ intention use and reuse e-banking services. Specifically, this study is interested in exploring what are the most success factors between system quality, information quality and service quality in e-banking. The study utilized the elements of Information System (IS) Success Model (DeLone & McLean, 1992, 2003) and Expectancy Disconfirmation Theory (EDT, 1980) as theoretical framework to accomplish this research. Intention to use e-banking service depends on the fact that customer can be satisfy with elements such as system quality, information quality and service quality. We use convenience sampling questionnaire to execute the samples and Regression Analysis apply to confirm the relationships of hypothesis. This study randomly surveyed 270 Vietnamese participants who have experience in consuming cosmetic products in Vietnam market and received a total of 242 valid questionnaires.
The research indicated the components (Information quality, System quality and Service quality) may lead to acceptable ability of intention to reuse e-banking services of Vietnamese.  In details, the strongest influence on intention of consuming cosmetic is Service Quality. The results of this study are hoped to be the efficient constructive sources for the all Vietnamese banks to understand the critical factors that influence Vietnamese consumer’s e-banking intention and contribute the competitive promotion campaigns in Vietnam.

With the development of Internet technology continues, the number of people who use Internet has increased rapidly in the world. E-banking grows faster than other e-commerce sectors and it has emerged as an evolution of application technology on banking industry.
The purpose of this study is to investigate the factors that influence Vietnamese consumer individuals’ intention use and reuse e-banking services. Specifically, this study is interested in exploring what are the most success factors between system quality, information quality and service quality in e-banking. The study utilized the elements of Information System (IS) Success Model (DeLone & McLean, 1992, 2003) and Expectancy Disconfirmation Theory (EDT, 1980) as theoretical framework to accomplish this research. Intention to use e-banking service depends on the fact that customer can be satisfy with elements such as system quality, information quality and service quality. We use convenience sampling questionnaire to execute the samples and Regression Analysis apply to confirm the relationships of hypothesis. This study randomly surveyed 270 Vietnamese participants who have experience in consuming cosmetic products in Vietnam market and received a total of 242 valid questionnaires.
The research indicated the components (Information quality, System quality and Service quality) may lead to acceptable ability of intention to reuse e-banking services of Vietnamese.  In details, the strongest influence on intention of consuming cosmetic is Service Quality. The results of this study are hoped to be the efficient constructive sources for the all Vietnamese banks to understand the critical factors that influence Vietnamese consumer’s e-banking intention and contribute the competitive promotion campaigns in Vietnam.

ABSTRACT  i
ACKNOWLEDGMENTS  iii
Table of Contents  iv
List of Tables  vi
List of Figures  vii
Chapter 1 Introduction  1
1.1 Research Background  1
1.2 Research Purpose  5
1.3 Research Questions  6
1.4 Significance of the Study  6
1.5  Research Procedure  7
Chapter 2 Literature Review  9
2.1 E-banking and Benefits  9
2.2 E-banking in Vietnam  11
2.3 Information System (IS) Success Models  13
2.3.1 The DeLone and McLean (1992) Model  13
2.3.2 DeLone and McLean: The 10 year Update (2003)  15
2.4 Expectancy disconfirmation theory (EDT)  18
Chapter 3 Methodology  21
3.1 Research Framework  21
3.2 Hypotheses Development  22
3.2.1 The relationship between Information Quality and Use  22
3.2.2 The relationship between Information Quality and User satisfaction  23
3.2.3 The relationship between System Quality and Use  24
3.2.4 The relationship between System Quality and User Satisfaction  24
3.2.5 The relationship between Service Quality and Use  25
3.2.6 The relationship between Service Quality and User Satisfaction  25
3.2.7. The relationship between Use and User Satisfaction  25
3.2.8. The relationship between User satisfaction and Intention to Reuse  26
3.3 Variable Measurement and Questionnaire Design  26
3.4 Sampling  29
3.5 Data Analysis  30
3.5.1 Descriptive and Demographic Analysis  30
3.5.2 Bivariate Correlation  30
3.5.3 Regression Analysis  31
Chapter 4 Data analysis and Results  32
4.1. Demographic Characteristics  32
4.2 Descriptive Statistic  33
4.3 Correlation Coefficient and Reliability Testing  34
4.3.1 Reliability Analysis of variables  35
4.3.2 Correlation Analysis  36
4.4 Regression Analysis  37
4.4.1 Regression of Use (U) on INQ (Information Quality), SYQ (System Quality) and SEQ (Service Quality)  38
4.4.2 Regression of User Satisfaction (US) on INQ (Information Quality), SYQ (System Quality) and SEQ (Service Quality)  40
4.4.3 Regression of IRU (Intention to Reuse) on US (User Satisfaction)  41
4.5 Summarize of Results  42
Chapter 5 Conclusion and Recommendations  44
5.1 Research Conclusions  44
5.2 Managerial Recommendations  46
5.3 Limitation  46
REFERENCES  48
APPENDIX: QUESTIONAIRE IN ENGLISH53

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