Understanding the trend of information technology (IT) today, banks in Vietnam also offer some technology-related service packages to further enhance their operations. E-banking services include Internet banking, SMS banking, Mobile banking ... These services not only help the bank to respond quickly to the needs of customers but also help customers save money and time. In the above services, Internet banking is the service that banks are most interested in today and also bring success to banks in accelerating their activities. Although newly emerging in Vietnam, this service has developed quite strongly, especially in urban area. Due to the superior features of Internet Banking and a higher of number user, banks in Vietnam have developed this type of service and created a fiercely competitive environment to win customers.
The purpose of this study is to identify the factors that affect the customers’ intention to use Internet banking services and find solutions to improve the use of Internet Banking services in commercial banks in Vietnam. In order to validate the model, a web-based questionnaire was applied and collected a total of 651 respondents who are using banking services in Vietnam. The results indicated that perceived usefulness and perceived easy of use have a significant and positive affect on attitude toward internet banking. And both attitude, subjective norm, perceived behavior control have a significant and positive affect on customers’ behavioral intention to use internet banking. Conversely, perceived risk has a significant and negative affect on internet banking usage intention.
Keywords: Internet banking; Customer satisfaction; Technology Acceptance Model; Theory of Planned Behavior; Perceived risk; Perceived system quality; Behavioral Intention.

TABLE OF CONTENTS
ACKNOWLEDGEMENT i
ABSTRACT ii
CHAPTER 1 INTRODUCTION 1
1.1. Statement of the Research Problem 1
1.2. Background information 2
1.2.1. Introduction of Internet banking service 2
1.2.2. Current status of using internet in Vietnam 4
1.2.3. Growth and development of Internet banking service in Vietnam 5
1.3. Research questions 8
1.4. Research scope and procedure 9
CHAPTER 2 LITERATURE REVIEW 11
2.1. Research background 11
2.1.1. Internet banking 11
2.2. Theoretical base 12
2.2.1. The Technology Acceptance Model 12
2.2.2. The Theory of Planned Behavior 13
2.2.3. Perceived risk 15
2.2.4. Perceived system quality 18
2.3. Hypothesis development 19
2.3.1. Perceived usefulness, Perceived ease of use and Attitude 19
2.3.2. Attitude, Subjective norm, Perceived behavioral control and Behavioral intention 21
2.3.3. Perceived risk and Behavioral Intention 23
2.3.4. Perceived system quality and Behavioral Intention 24
2.3.5. Research Framework 25
CHAPTER 3 RESEARCH METHODOLOGY 30
3.1. Instrument development 30
3.2. Sampling and Procedure 34
3.3. Pilot test 34
3.4. Statistical analysis 39
3.4.1. SEM and hypothesis testing 40
CHAPTER 4 DATA ANALYSIS AND RESULT 41
4.1. Descriptive statistical analysis 41
4.2. Measurement model analysis 47
4.2.1. Reliability 47
4.2.2. Exploratory factor analysis 48
4.2.3. Confirmatory factor analysis 50
4.2.4. Testing the structural model 53
CHAPTER 5 DISCUSSION AND CONCLUSION 58
5.1. Discussion 58
5.2. Conclusion 62
5.3. Research and managerial implication 63
5.3.1. Theoretical implications 63
5.3.2. Managerial implications 64
5.4. Limitations 65
References 67
Appendix 1: Formal survey questionnaire – english version 76
Appendix 2: Formal survey questionnair – vietnamese version 82
Appendix 3: The profile of the banks in Vietnam 88

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