ANALYZING THE ADOPTION OF MOBILE BANKING SERVICE IN VIETNAM: EXTENDING UTAUT2 WITH FEAR OF COVID-19

Abstract

In Vietnam, the acceptance rate of mobile banking is still at a low level despite the efforts from banks and the government. Therefore, it is important to look at the elements influencing Vietnamese customers' adoption of mobile banking. Moreover, non-cash payment actions are more prevalent in an epidemic scenario. A straightforward explanation is that most people fear the illness and look for ways to avoid social interaction. In this study, the unified theory of acceptance and use of technology model (UTAUT2) is extended by considering perceived fear of the COVID-19 pandemic. According to the findings, trust, performance expectancy, and social influence, and fear of the pandemic significantly affect behavioral intention to adopt mobile banking services of Vietnamese people. Furthermore, the behavioral intention, followed by the perceived fear of the COVID-19, considerably and favorably influence the usage behavior toward mobile banking.