Exploring Determinants of E-Banking Non-adoption Among Customers: A Case Study in Export Import Commercial Joint-Stock Bank, Vietnam

Abstract

This study explores barriers to e-banking adoption at the Import-Export Commercial Joint Stock Bank (TMCP Xuất Nhập khẩu) in Ho Chi Minh City using EFA and multiple regression analysis. By application of TRA, TPB, TAM, UTAUT theories and referencing prior research, a model of determinants affecting non-adoption of e-banking was built with 154 surveyed customers. The results revealed that all proposed factors positively impact the decision not to use e-banking, namely habitual cash usage (HCU), e-technology anxiety (ETA), legal concerns (LC), cost considerations (CC), and security perceptions (SP), with the order of significance being: HCU, ETA, LC, CC and SP. These findings provide valuable insights for bank management, both in general and specifically at the Import-Export Commercial Joint Stock Bank in Ho Chi Minh City, in formulating policies to encourage this customer segment to use e-banking servic.