如今，網路銀行（IB, Internet Banking）正成為金融市場的主要趨勢和銀行的新產品。到目前為止，所有越南商業銀行都提供了網路銀行產品，為客戶和銀行帶來利益和利益。但是服務用戶數量少，主要都來自於大型商業銀行客戶。研究目標是建立影響越南商業銀行客戶使用網路銀行因素的理論研究框架。本研究旨在確定研究理論模型中的要素對客戶IB使用意圖/水平的影響，為越南商業銀行提供服務發展戰略的建議。研究採用Venkatesh等人使用UTAUT的理論模型（2003），並調整和補充以適用於越南環境。數據是通過調查方法在越南收集。該研究顯示績效的期望、付出努力的期望、社群因素的影響、有利條件、安全、方便與人口統計等因素對使用IB的意圖/水平有顯著的積極影響。從結果中，提出了一些適用於商業銀行和國家銀行在越南開展IB服務的建議和解決方案。

Nowadays, Internet Banking (IB) is becoming the primary trend in the financial market and a new product of banks. Until now, all Vietnamese Commercial Banks (VCBs) have implemented Internet Banking products to bring benefits to customers and banks. However, the number of users is low, mainly from large Commercial Banks. Research objective is to develop a theoretical research framework on factors affecting the use of IB by customers in VCBs. The study aims to determine the impact of elements in the research theory model on the intention/level to use IB of customers, giving suggestions to Vietnamese Commercial Banks in service development strategy. The study used Unified Theory of Acceptance and Use of Technology (UTAUT) (Vankatesh et al., 2003) with the adjustment and supplement to the environment of Vietnam. Data was collected in Viet Nam from several channels. The study shows that factors (Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Safety/Security, Convenience and Demographic) have a significant positive effect on Intention/Level to use IB of customers. Based on the results, several recommendations and solutions have been proposed that are suitable for the Commercial Banks, and the State Bank in developing IB services in Vietnam.

摘要......i
Abstract......ii
Acknowledgements......iii
Table of Contents......iv
List of Tables......vi
List of Figures......viii
Symbols......ix
Chapter 1 Introduction......1
1.1 Research background......1
1.2 Research motivation......3
1.3 Research question......5
1.4 Purpose......8
1.5 The structure of this study......9
Chapter 2 Literature Review......10
2.1 An introduction to Internet Banking......10
2.2 Advantages and disadvantages of Internet Banking services......12
2.2.1 Advantages of Internet Banking services......12
2.2.2 Disadvantages of Internet Banking services......13
2.3 The foundation theory for studying the behavior of accepting Internet Banking customers......15
Chapter 3 Research Methodology......20
3.1 Research framework......20
3.2 Hypotheses......21
3.3 Research structure......25
3.4 Research Methods......28
Chapter 4 Results......31
4.1 Characteristics of the research sample......31
4.2 The reliability of the scale......34
4.3 Exploratory Factor Analysis (EFA)......35
4.3.1 EFA of customers who have not used Internet Banking......35
4.3.2 EFA of customers who have used Internet Banking......37
4.4 Confirmatory Factor Analysis (CFA)......39
4.4.1 CFA of customers who have not used Internet Banking......39
4.4.2 CFA of customers who have used Internet Banking......40
4.5 Testing structural equation model and bootstrap method......42
4.5.1 Model of intention to use IB......42
4.5.2 Model of the level to use IB......44
4.6 Result of testing the theoretical model......45
4.7 Testing the impact of moderator variance on the intention to use IB (T-test, ANOVA)......46
4.8 Testing the impact of moderator variance at the level to use IB (T-test, ANOVA)......49
4.9 Discussion......53
Chapter 5 Conclusion......58
5.1 Conclusion......58
5.2 Suggestion......59
5. 3 Restriction and future research......61
Reference......62
Appendix I – English question......68
Appendix II – Vietnamese Questionnaire......78
Extended Abstract......87

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