Factors Affecting Customer’s Intention to Use Self Service Banking: A Case Study in Vietnam

Abstract: The study conducted the survey data of 268 customers who have access to self-service banking, then analyzed and processed the data through SPSS software, by testing the reliability of the Cronbach’s Alpha scale, analyzing the EFA exploratory factor, regression analysis and hypothesis testing. The analysis results show that ease of use has a positive effect on the selfservice banking, convenience has a positive impact on the service, safety has a positive effect on the service, service fee has a positive impact on attitude towards the service, service quality has a positive effect on the intention to use. Based on the research findings, the authors make recommendations including promoting marketing activities for self-service banking, increasing security, create reasonable self-service banking fees, and improve the quality of self-service
banking services.

Keywords: self-service banking, Vietnam