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Lý do cản trở khách hàng sử dụng dịch vụ ngân hàng trực tuyến (Internet Banking) - Một nghiên cứu tại thành phố Hồ Chí Minh

VNU Journal of Science: Economics and Business

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Title Lý do cản trở khách hàng sử dụng dịch vụ ngân hàng trực tuyến (Internet Banking) - Một nghiên cứu tại thành phố Hồ Chí Minh
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Creator Xuan, Le Thi Thanh
Tien, Do Thi Thuy
Tuyet, Tran Thi
 
Description Internet banking (IB) is believed to bring a lot of banefits to customers and is provided by most of the banks in Vietnam, but the number of users is still limited. The purpose of this study is to investigate the reasons and consumption-decision structure why not many people in Vietnam is willing to use the service. The study is based on Mean Means-End Chain theory (MEC) and uses laddering interview to collect data. Data from a sample of 71 respondents are analysed by employing Association Pattern Technique (APT) and then are demonstrated on Hierarchical Value Map (HVM). The research findings show that there are 06 attributes, leading to 05 consequences, driving to Unsafety and Inconvenience as 02 crucial values which prevent customers from using IB. Some recommendations are proposed accordingly to improve IS usage.
Keywords
Internet banking, Means-end chain theory, soft/hard laddering interview
References
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Reynolds & J. C. Olson (eds.), Understanding consumer decision-making: The Means-end approach to marketing and advertising strategy (pp. 3-20) Mahwah, N.J.: Psychology Press. 2000.[23] Phương, M. (2017, December 01). Việt Nam có tiềm năng lớn về phát triển ngân hàng số. Bnews. Retrieved from: http://bnews.vn/viet-nam-co-tiem-nang-lon-ve-phat-trien-ngan-hang-so/29815.html[24] Ram, S., & Sheth, J.N. (1989). Cosumer resistance to innovations: The marketing proplem and its solutions. The Journal of Cosumer Marketing, 6(2), 5-13, doi: https://doi.org/10.1108/EUM0000000002542[25] Reynolds, J. T., James, P.J., & John, W. L. (1988). Application of the Means-End Theoretic for Understanding the Cognitive Bases of Performance Appraisal. Organizational Behavior and Human Decision Processes, 41(2), 153-179, doi: https://doi.org/10.1016/0749-5978(88)90024-6[26] Reynolds, T. J., & Gutman, J. (1988). Laddering theory, method, analysis, and interpretation. 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Internet banking (IB) is believed to bring a lot of banefits to customers and is provided by most of the banks in Vietnam, but the number of users is still limited. The purpose of this study is to investigate the reasons and consumption-decision structure why not many people in Vietnam is willing to use the service. The study is based on Mean Means-End Chain theory (MEC) and uses laddering interview to collect data. Data from a sample of 71 respondents are analysed by employing Association Pattern Technique (APT) and then are demonstrated on Hierarchical Value Map (HVM). The research findings show that there are 06 attributes, leading to 05 consequences, driving to Unsafety and Inconvenience as 02 crucial values which prevent customers from using IB. Some recommendations are proposed accordingly to improve IS usage.
 
Publisher Vietnam National University, Hanoi
 
Date 2018-09-20
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://js.vnu.edu.vn/EAB/article/view/4173
10.25073/2588-1108/vnueab.4173
 
Source VNU Journal of Science: Economics and Business; Vol 34 No 3
Chuyên san Kinh tế và Kinh doanh; Vol 34 No 3
2588-1108
2615-9287
 
Language eng
 
Relation https://js.vnu.edu.vn/EAB/article/view/4173/3872
 
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