FACTORS AFFECTING INTENTION TO USE DIGITAL BANKING SERVICES OF DISADVANTAGED GROUPS - A CASE STUDY IN HANOI

Abstract

This article studied the current situation of using digital banking services by disadvantaged groups and tested the factors that affect the intention to use digital banking services of disadvantaged groups in Hanoi. This paper employed qualitative and quantitative research methods. The qualitative research involved conducting interviews and seeking expert opinions. On the other hand, the quantitative research was conducted by distributing 300 survey forms to collect data. The survey forms were sent directly to the subjects who were related to the intention of using digital banking services in Hanoi. To verify the data and measure the influencing factors, the SPSS software tool was used. According to the analysis, the intention of disadvantaged groups in Hanoi to use digital banking services is influenced by six factors: (1)Usefulness, (2) Ease of use, (3) Riskiness, (4) Subjective norms, (5) Behavioral control, (6) Attitude. Based on the research results, the authors proposed solutions to increase the intention to use digital banking services of disadvantaged groups.