Các yếu tố ảnh hưởng đến ý định tiếp tục sử dụng công nghệ tự phục vụ tại các ngân hàng thương mại Việt Nam

Các tác giả

  • Tạ Thị Kiều Trang Học viện Hàng không Việt Nam

DOI:

https://doi.org/10.33301/JED.VI.2633

Từ khóa:

Định tiếp tục sử dụng, dịch vụ dựa trên công nghệ thông tin, nhận thức rủi ro, sự hài lòng, ý ngân hàng tự phục vụ, sự đổi mới công nghệ

Tóm tắt

Nghiên cứu nhằm xác định và đo lường các yếu tố ảnh hưởng đến ý định tiếp tục sử dụng công nghệ tự phục vụ tại các ngân hàng thương mại Việt Nam. Nghiên cứu được tiến hành thông qua khảo sát 432 khách hàng đang sử dụng các dịch vụ ngân hàng tự phục vụ tại các ngân hàng thương mại Việt Nam. Kết quả nghiên cứu cho thấy sự đổi mới công nghệ tác động cùng chiều đến khả năng đáp ứng và chức năng. Đồng thời, dịch vụ dựa trên công nghệ thông tin tác động cùng chiều đến khả năng đáp ứng và chức năng. Khả năng đáp ứng và chức năng tác động cùng chiều đến sự hài lòng. Nhận thức rủi ro tác động ngược chiều đến sự hài lòng và ý định tiếp tục sử dụng. Cuối cùng, sự hài lòng tác động cùng chiều đến ý định tiếp tục sử dụng. Kết quả nghiên cứu sẽ cung cấp những hàm ý quản trị nhằm nâng cao sự hài lòng của khách hàng và thu hút nhiều khách hàng sử dụng công nghệ tự phục vụ tại các ngân hàng thương mại Việt Nam.

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Tải xuống

Đã Xuất bản

31-01-2026

Cách trích dẫn

Tạ Thị Kiều, T. (2026). Các yếu tố ảnh hưởng đến ý định tiếp tục sử dụng công nghệ tự phục vụ tại các ngân hàng thương mại Việt Nam. Tạp Chí Kinh Tế Và Phát triển, 343(2), 53–64. https://doi.org/10.33301/JED.VI.2633