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Digital Banking Adoption in Vietnam: An Application of UTAUT2 Model

Digital banking is a modern form of banking – a new type of digital business. It covers all aspects of a traditional bank and transforms it into an application through digital technology. Digital banking plays a critical role in banking and economic development in the era of industrial revolution 4.0. This research examines the factors affecting the intention to use digital banking services in Vietnam, a frontier market. The research inherits the UTAUT2 research model to examine the determinants of digital banking services. The empirical study results show that the behavioural intention of digital banking services is positively affected by effort expectancy, social influences, facilitating conditions, and trust of commercial banks. Finally, the behavioural intention of digital banking services also positively impacts the intention to use digital banking services. This study “helps commercial banks in emerging markets approach customer needs better and develop digital banking services.