FACTORS AFFECTING THE USE OF MOBILE BANKING SERVICES IN HANOI, VIETNAM _ A DISSERTATION Presented to the Faculty of the Graduate School Southern Luzon State University, Lucban, Quezon, Philippines in Collaboration with Thai Nguyen University, Socialist Republic of Vietnam _ In Partial Fulfillment of the Requirements for the Degree Doctor of Business Administration _ By VU MANH CUONG (CAMERON) December 2013 i APPROVAL SHEET The Dissertation of VU MANH CUONG entitled FACTORS AFFECTING THE USE OF MOBILE BANKING SERVICES IN HANOI, VIETNAM Submitted in Partial Fulfilment of the Requirements for the Degree DOCTOR OF BUSINESS ADMINISTRATION A program offered by Southern Luzon State University, Republic of the Philippines in collaboration with Thai Nguyen University, Socialist Republic of Vietnam has been approved by Oral Examination Committee WALBERTO A MACARAAN, EdD Expert MELCHOR MELO O PLACINO, PhD Expert CONRADO L ABRAHAM, PhD Expert EDWIN P BERNAL, DBA External Panel CECILIA N GASCON, PhD Chairman Endorsed by: Recommended by: NELLY I MENDOZA, DBA Adviser APOLONIA A ESPINOSA, PhD Dean Accepted in Partial Fulfilment of the Requirements for the Degree Doctor of Business Administration _ Date WALBERTO A MACARAAN, EdD Vice President for Academic Affairs ii CERTIFICATE OF ORIGINALITY iii ACKNOWLEDGMENT On completion of this dissertation, the author has received significant support and cooperation from many organizations and individuals Firstly, I would like to thank Leaders of Southern Luzon State University and Thai Nguyen University for their training collaboration program which gave me an opportunity to participate and conduct the research for the degree of Doctor of Business Administration that I have long cherished I would like to express my appreciation to Dr.Conrado L Abraham, Dr Milo O Placino, Dr Do Anh Tai for the kindly guidance on the research proposal that helped me focus to the significant objectives of the dissertation I gratefully acknowledge Dr Cecilia N Gascon, Dr.Walberto A Macaraan, Dr Joanna Paula A Ellaga, Dr Eduardo T.Bagtang, Dr Edwin P Bernal specifically for their comments during the oral defense that helped me improve the analysis of the findings of my dissertation Especially, I would like to take this opportunity to express my profound gratitude and deep respect to Dr Nelly I Mendoza for the precious assistance and pieces of advice that she gave to complete my dissertation I would like to thank the faculty members, staff and leaders of the International Training Center, Graduate School of Thai Nguyen University who have provided me with study facilities, materials and dynamic academic environment I also express my acknowledgement to the managers and staff of the State Bank of Vietnam, Ministry of Information and Communication, iv General Statistic Office, Commercial Banks, Mobile Operation Networks for their cooperation and support during information and data collection I am greatly indebted to my friends and colleagues who have encouraged me to overcome many difficulties during the past hard times They have shared their views and ideas on the dissertation as well Last but not least, many thanks go to my family They are always beside me and motivated me through the duration of my studies Vu ManhCuong v DEDICATION To my parents who always encouraged me to learn and study, To my supportive wife, Tran ThanhThuy, who always takes care of me with attention and understanding, To my energetic sons, Vu Minh Thanh& Vu Minh Duc, who inspire me to pursue my goal, This piece of work, I owe to you VMC vi TABLE OF CONTENTS PAGE TITLE PAGE ……………………………………………………………… i APPROVAL SHEET ……………………………………………………… ii CERTIFICATE OF ORIGINALITY ……………………………………… iii ACKNOWLEDGEMENT ………………………………………………… iv DEDICATION ……………………………………………………………… vi TABLE OF CONTENTS ………………………………………………… vii LIST OF TABLES ………………………………………………………… ix LIST OF FIGURES ……………………………………………………… x ABBREVIATIONS ………………………………………………………… xi LIST OF APPENDICES ………………………………………………… xiii ABSTRACT ………………………………………………………………… xiv CHAPTER I II III INTRODUCTION …………………………………………… Background of the Study ………………………………… Statement of the Problem ………………………………… Objectives of the Study …………………………………… Hypothesis of the Study …………………………………… Significance of the Study ………………………………… 10 Scope and Limitations of the Study ……………………… 11 Definition of Terms ………………………………………… 12 REVIEW OF LITERATURE ……………………………… 14 Conceptual Framework ………………………………….… 58 METHODOLOGY ………………………………………… 61 Locale of the Study ………………………………………… 61 Research Design …………………………………………… 62 Determination of Sample Size …………………………… 67 Sample Design and Techniques …………….…………… 68 Research Instrument ……………………………………… 70 vii IV Data Gathering Procedure ………………………………… 70 Data Processing Method ………………………………… 71 Statistical Treatment ……………………… …….…… 72 RESULTS AND DISCUSSIONS ………………………… 79 4.1 Profile of the Respondents …………………………… 79 4.2 The Purposes of the Use of Mobile Banking Services ………………………………………………… 83 4.3 Determine the Differences in the Use of Mobile Banking Services ……………………………………… 91 4.4 Ascertain the Factors Affecting the Use of Mobile Banking Services ……………………………………… 97 4.5 Analysis on the Level of Influences of the Different Factors ………………………………………………… V 103 SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS Summaryof Findings ……………………………………… 114 Conclusions ………………………………………………… 119 Recommendations ………………………………………… 121 REFERENCES ……………………… ………………………………… 127 APPENDICES …………………………………………………………… 137 CURRICULUM VITAE …………………………………………………… 170 viii LIST OF TABLES TABLE PAGE 2.1 List of Mobile Banking Services in Vietnam 33 2.2 Theory-Based Empirical Research in Mobile Banking 47 3.1 The Measure Indicators for Customer Behavior 65 3.2 Sampling Allocation 69 3.3 Reliability Analysis of Scale 76 4.1.1 Profile of the Respondents 80 4.1.2 Time Needed to Travel to the Nearest Bank 81 4.1.3 Usage Status of the Mobile Banking Services 82 4.2.1 The Purposes of the Use of Mobile Banking Services 83 4.2.2 The Purposes of Use Mobile Banking Services by Age 84 4.2.3 The Purposes of Use Mobile Banking Services by Gender 86 4.2.4 The Purposes of Use Mobile Banking Services by Occupation 87 4.2.5 The Purposes of Use Mobile Banking Services by Income 88 4.2.6 The Purposes of Use Mobile Banking Services by Educational Level 90 4.3.1 Test Results for the Differences of the Use 91 4.4.1 Factor Analysis Results 98 4.4.2 Correlations Matrix 102 4.5.1 Results of Regression Analysis 104 4.5.2 Nonparametric Correlations 111 ix LIST OF FIGURES FIGURE PAGE Electronic Business, Mobile Business and Mobile Commerce 25 Mobile Banking Architecture 28 Mobile Banking Technology Model 30 Factors Affecting Consumer Behavior 36 Theory of Reasoned Action 40 Theory of Planned Behavior 41 Technology Acceptance Model 43 The Conceptual Framework 59 Map of Hanoi, Vietnam 62 10 Research Process 63 11 Adjusted Research Model 101 12 Chart of Standardized Residuals and Residual Predicted Value 111 Chart of Residual Distribution 112 13 x 156 (a) Coefficients Unstandardized Standardized Coefficients Coefficients Model Std Error B (Constant) t Collinearity Statistics Sig Beta Tolerance -1.128E-06 031 VIF 000 1.000 USEFUL 262 031 262 8.559 000 1.000 1.000 EASILY 304 031 304 9.930 000 1.000 1.000 RISK1 -.163 031 -.163 -5.339 000 1.000 1.000 RISK2 -.136 031 -.136 -4.432 000 1.000 1.000 COSTPE 010 031 010 342 732 1.000 1.000 TRUST 360 031 360 11.771 000 1.000 1.000 (Constant) -1.129E-06 031 000 1.000 USEFUL 262 031 262 8.565 000 1.000 1.000 EASILY 304 031 304 9.936 000 1.000 1.000 RISK1 -.163 031 -.163 -5.342 000 1.000 1.000 RISK2 -.136 031 -.136 -4.435 000 1.000 1.000 TRUST 360 031 360 11.778 000 1.000 1.000 a Dependent Variable: TRUOVER (a) Collinearity Diagnostics Model Dimension Eigenvalue Condition Index Variance Proportions (Constant) Useful Easily Risk1 Risk2 Costpe Trust 1.002 1.000 00 05 12 27 50 06 00 1.000 1.001 44 24 02 16 00 03 11 1.000 1.001 03 34 06 04 00 15 37 1.000 1.001 00 00 04 05 00 64 27 1.000 1.001 42 00 16 19 00 05 17 1.000 1.001 10 32 48 04 00 00 07 998 1.002 00 05 12 27 50 06 00 1.002 1.000 00 06 14 30 50 00 1.000 1.001 43 28 03 13 00 12 1.000 1.001 04 27 02 07 00 61 1.000 1.001 44 02 19 14 00 21 1.000 1.001 09 32 48 04 00 07 157 998 1.002 00 06 14 30 50 00 (b) Excluded Variables Model Beta In t Sig Collinearity Statistics Partial Correlation Costpe 010(a) 342 732 013 Minimum Tolerance VIF Tolerance 1.000 1.000 1.000 a Predictors in the Model: (Constant), TRUST, USEFUL, RISK1, EASILY, RISK2 b Dependent Variable: TRUOVER (a) Casewise Diagnostics Case Number Std Residual TRUOVER 49 -3.218 -2.6772 68 -4.174 -2.6772 214 -3.658 -2.6772 416 -3.218 -2.6772 435 -4.174 -2.6772 581 -3.658 -2.6772 a Dependent Variable: TRUOVER (a) Residuals Statistics Minimum Predicted Value Maximum Mean Std Deviation N -2.312058 1.637168 -.000001 5793222 717 -3.991 2.826 000 1.000 717 0345442 1569558 0709239 0238623 717 Adjusted Predicted Value -2.300035 1.627989 -.000068 5787849 717 Residual -3.413954 1.890690 000000 8150990 717 Std Residual -4.174 2.311 000 997 717 Stud Residual -4.189 2.322 000 1.001 717 -3.438448 1.907663 000067 8227372 717 -4.238 2.329 000 1.003 717 Mahal Distance 278 25.365 4.993 4.302 717 Cook's Distance 000 023 002 003 717 Centered Leverage Value 000 035 007 006 717 Std Predicted Value Standard Error of Predicted Value Deleted Residual Stud Deleted Residual 158 a Dependent Variable: TRUOVER 159 Appendix THE DIFFERENCE ANALYSIS Test of Homogeneity of Variances Variable Levene Statistic AGE df1 df2 Sig .966 712 425 5.442 715 020 672 711 644 INCOME 1.321 602 261 EDUCATION 1.918 710 106 GENDER OCCUPATION ANOVA Sum of Squares Variable AGE GENDER OCCUPATION INCOME EDUCATION Between Groups Mean Square df 1.441 360 Within Groups 714.559 712 1.004 Total 716.000 716 644 644 Within Groups 715.356 715 1.000 Total 716.000 716 4.810 962 Within Groups 711.190 711 1.000 Total 716.000 716 819 205 Within Groups 608.047 602 1.010 Total 608.866 606 4.592 1.148 Within Groups 711.407 710 1.002 Total 716.000 714 Between Groups Between Groups Between Groups Between Groups F Sig .359 838 644 423 962 440 203 937 1.146 334 160 Post Hoc Tests Dependent Variable: TRUOVER Dunnett t (2-sided) Independent Variable: AGE (I) AGECODE (J) AGECODE Mean Difference (I-J) Std Error Sig 95% Confidence Interval Lower Bound Upper Bound Less than 25 Over 55 -.033523 2027456 998 -.505727 438681 From 25 to 35 Over 55 -.028892 2015413 999 -.498291 440507 From 35 to 45 Over 55 055561 2140603 989 -.442996 554117 From 45 to 55 Over 55 147666 2702087 886 -.481662 776995 Independent Variable: OCCUPATION (I) OCCU (J) OCCU Mean Difference (I-J) Std Error Sig 95% Confidence Interval Lower Bound Upper Bound Business Retirement 140798 2028457 873 -.351725 633320 Officer or state Retirement 070410 2016707 990 -.419260 560079 Un-employer Retirement 194030 2653095 852 -.450159 838218 Pupil or Student Retirement 060883 2123996 996 -.454837 576603 Housewife Retirement 565417 3155370 204 -.200728 1.331561 Independent Variable: INCOME (I) INCOM (J) INCOM Mean Difference (I-J) Std Error Sig 95% Confidence Interval Lower Bound Upper Bound Less than M Over 20 Million 020159 1804416 1.000 -.406500 446817 From to 10 M Over 20 Million 045547 1772128 993 -.373477 464571 From 10 - 15 M Over 20 Million -.031060 1944732 999 -.490897 428777 From 15 - 20 M Over 20 Million -.086663 2352771 975 -.642981 469656 Independent Variable: EDUCATION (I) EDU (J) EDU Mean Difference (I-J) Std Error Sig 95% Confidence Interval Lower Bound Upper Bound Secondary Graduated 330910 2450839 471 -.270092 931912 High School Graduated -.110566 1744304 923 -.538309 317178 College Graduated 178365 2077247 809 -.331023 687754 University Graduated -.026882 1281655 999 -.341173 287409 * The mean difference is significant at the 05 level a Dunnett t-tests treat one group as a control, and compare all other groups against it 161 Appendix THE DIFFERENCE OF INDIVIDUAL ELEMENTS 7.1 The Difference of Individual Elements by Age Test of Homogeneity of Variances Variable Levene Statistic df1 df2 Sig USEFUL 7.955 712 000 EASILY 9.991 712 000 RISK1 994 712 410 RISK2 4.359 712 002 COSTPE 6.645 712 000 674 712 610 TRUST ANOVA Variable USEFUL EASILY RISK1 RISK2 COSTPE TRUST Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Sum of Squares df Mean Square F Sig 63.309 15.827 17.265 000 652.691 716.000 712 716 917 14.363 3.591 3.644 006 701.637 716.000 712 716 985 9.267 2.317 2.334 054 706.733 716.001 712 716 993 7.598 1.900 1.909 107 708.401 716.000 712 716 995 1.241 310 309 872 714.758 716.000 712 716 1.004 20.321 5.080 5.199 000 695.679 716.000 712 716 977 162 Post Hoc Tests Mean Difference (I-J) 95% Confidence Interval Dependent Variable AGE (I) AGE (J) USEFUL 1.00 5.00 560830(*) 1937700 011 109531 1.012129 2.00 5.00 829226(*) 1926190 000 380607 1.277844 3.00 5.00 867097(*) 2045837 000 390612 1.343581 4.00 5.00 -.469705 2582464 155 -1.071172 131763 1.00 5.00 465536 2009042 051 -.002379 933451 2.00 5.00 637141(*) 1997108 004 172005 1.102276 3.00 5.00 574548(*) 2121160 018 080520 1.068576 4.00 5.00 823638(*) 2677545 006 200025 1.447250 1.00 5.00 580260(*) 2016324 011 110649 1.049872 2.00 5.00 511465(*) 2004347 028 044643 978287 3.00 5.00 479850 2128849 060 -.015969 975668 4.00 5.00 692559(*) 2687251 026 066685 1.318432 1.00 5.00 -.104976 2018702 900 -.575141 365189 2.00 5.00 048028 2006711 992 -.419345 515400 3.00 5.00 190225 2131360 652 -.306178 686629 4.00 5.00 -.027138 2690420 1.000 -.653750 599473 1.00 5.00 -.133067 2027740 818 -.605337 339202 2.00 5.00 -.138478 2015695 798 -.607942 330987 3.00 5.00 -.072447 2140902 974 -.571073 426179 4.00 5.00 -.248881 2702465 631 -.878298 380535 1.00 5.00 -.476017(*) 2000493 044 -.941941 -.010093 2.00 5.00 -.595507(*) 1988610 008 -1.058663 -.132351 3.00 5.00 -.270367 2112134 393 -.762293 221559 4.00 5.00 -.035798 2666152 999 -.656757 585161 EASILY RISK1 RISK2 COSTPE TRUST Std Error Sig Lower Bound Upper Bound * The mean difference is significant at the 05 level a Dunnett t-tests treat one group as a control, and compare all other groups against it 163 7.2 The Difference of Individual Elements by Gender Test of Homogeneity of Variances Variable Levene Statistic df1 df2 Sig USEFUL 7.536 715 006 EASILY 385 715 535 RISK1 6.958 715 009 RISK2 128 715 721 COSTPE 2.663 715 103 TRUST 1.339 715 248 ANOVA Variable USEFUL EASILY RISK1 RISK2 COSTPE TRUST Sum of Squares Between Groups Mean Square df 5.853 5.853 Within Groups 710.147 715 993 Total 716.000 716 2.992 2.992 Within Groups 713.008 715 997 Total 716.000 716 073 073 Within Groups 715.927 715 1.001 Total 716.001 716 103 103 Within Groups 715.896 715 1.001 Total 716.000 716 4.870 4.870 Within Groups 711.129 715 995 Total 716.000 716 015 015 Within Groups 715.985 715 1.001 Total 716.000 716 Between Groups Between Groups Between Groups Between Groups Between Groups F Sig 5.893 015 3.000 084 073 787 103 748 4.897 027 015 903 164 7.3 The Difference of Individual Elements by Occupation Test of Homogeneity of Variances Variable Levene Statistic df1 df2 Sig USEFUL 4.617 711 000 EASILY 6.051 711 000 RISK1 2.448 711 033 RISK2 2.419 711 035 COSTPE 3.639 711 003 TRUST 2.113 711 062 ANOVA Sum of Squares Variable USEFUL EASILY RISK1 RISK2 COSTPE TRUST Between Groups Mean Square df 52.816 10.563 Within Groups 663.185 711 933 Total 716.000 716 23.723 4.745 Within Groups 692.276 711 974 Total 716.000 716 2.852 570 Within Groups 713.148 711 1.003 Total 716.001 716 10.544 2.109 Within Groups 705.456 711 992 Total 716.000 716 5.660 1.132 Within Groups 710.340 711 999 Total 716.000 716 6.355 1.271 Within Groups 709.644 711 998 Total 716.000 716 Between Groups Between Groups Between Groups Between Groups Between Groups F Sig 11.325 000 4.873 000 569 724 2.125 061 1.133 341 1.274 273 165 Post Hoc Tests Mean Dependent OCCU OCCU Difference Variable (I) (J) (I-J) USEFUL 1.00 6.00 1.133529(*) 2.00 6.00 1.093073(*) 3.00 6.00 1.183426(*) 4.00 6.00 617669(*) 5.00 6.00 904723(*) EASILY 1.00 6.00 366649 2.00 6.00 329615 3.00 6.00 -.031635 4.00 6.00 -.039459 5.00 6.00 -.268965 RISK1 1.00 6.00 318411 2.00 6.00 313455 3.00 6.00 327865 4.00 6.00 352480 5.00 6.00 326630 RISK2 1.00 6.00 368135 2.00 6.00 399422 3.00 6.00 266086 4.00 6.00 113174 5.00 6.00 391870 COSTPE 1.00 6.00 -.020615 2.00 6.00 -.159807 3.00 6.00 -.179839 4.00 6.00 -.117828 5.00 6.00 311848 TRUST 1.00 6.00 -.326856 2.00 6.00 -.397249 3.00 6.00 -.091102 4.00 6.00 -.322519 5.00 6.00 -.162202 95% Confidence Interval Std Error Sig .1958801 1947454 2561989 2051059 3047016 2001303 1989710 2617580 2095563 3113131 2031248 2019482 2656746 2126919 3159712 2020263 2008561 2642379 2115417 3142625 2027244 2015502 2651509 2122726 3153484 2026252 2014515 2650212 2121687 3151940 000 000 000 010 011 189 262 1.000 999 768 306 314 507 262 648 193 138 667 946 498 1.000 815 882 939 680 283 143 991 331 953 Lower Bound Upper Bound 657920 620219 561358 119658 164887 -.119280 -.153500 -.667201 -.548276 -1.024853 -.174790 -.176888 -.317210 -.163950 -.440569 -.122398 -.088270 -.375501 -.400463 -.371180 -.512843 -.649184 -.823643 -.633240 -.453839 -.818843 -.886386 -.734590 -.837678 -.927514 1.609139 1.565928 1.805494 1.115679 1.644558 852579 812730 603930 469357 486923 811611 803799 972941 868909 1.093829 858668 887114 907673 626811 1.154919 471613 329570 463965 397584 1.077534 165132 091889 552387 192641 603109 * The mean difference is significant at the 05 level a Dunnett t-tests treat one group as a control, and compare all other groups against it 166 7.4 The Difference of Individual Elements by Income Test of Homogeneity of Variances Variable Levene Statistic df1 df2 Sig USEFUL 2.954 602 020 EASILY 4.020 602 003 RISK1 1.020 602 396 RISK2 3.444 602 009 275 602 894 1.197 602 311 COSTPE TRUST ANOVA Sum of Squares Variable USEFUL EASILY RISK1 RISK2 COSTPE TRUST Between Groups Mean Square df 22.031 5.508 Within Groups 572.018 602 950 Total 594.049 606 8.796 2.199 Within Groups 556.473 602 924 Total 565.269 606 5.088 1.272 Within Groups 613.869 602 1.020 Total 618.957 606 15.030 3.758 Within Groups 610.749 602 1.015 Total 625.779 606 4.358 1.089 Within Groups 641.300 602 1.065 Total 645.657 606 4.589 1.147 Within Groups 600.556 602 998 Total 605.146 606 Between Groups Between Groups Between Groups Between Groups Between Groups F Sig 5.796 000 2.379 051 1.247 290 3.704 005 1.023 395 1.150 332 167 Post Hoc Tests Dependent INCOM INCOM Variable (I) (J) Mean Difference (I-J) USEFUL EASILY RISK1 RISK2 COSTPE TRUST 95% Confidence Interval Std Error Sig Lower Bound Upper Bound 1.00 5.00 -.629008(*) 1750140 001 -1.042833 -.215183 2.00 5.00 -.333060 1718824 132 -.739480 073360 3.00 5.00 -.225631 1886235 475 -.671636 220374 4.00 5.00 -.146963 2282001 856 -.686548 392622 1.00 5.00 -.451727(*) 1726196 026 -.859890 -.043564 2.00 5.00 -.244847 1695308 328 -.645707 156012 3.00 5.00 -.266020 1860429 335 -.705923 173883 4.00 5.00 -.376873 2250780 220 -.909075 155330 1.00 5.00 276612 1813034 286 -.152085 705308 2.00 5.00 258586 1780592 323 -.162440 679611 3.00 5.00 259232 1954020 393 -.202801 721265 4.00 5.00 -.029884 2364009 1.000 -.588859 529092 1.00 5.00 -.184765 1808420 595 -.612370 242841 2.00 5.00 -.319681 1776061 174 -.739635 100273 3.00 5.00 -.062614 1949047 984 -.523471 398243 4.00 5.00 282642 2357992 473 -.274911 840195 1.00 5.00 241808 1853099 406 -.196362 679978 2.00 5.00 178384 1819940 624 -.251946 608713 3.00 5.00 223110 1997200 528 -.249133 695353 4.00 5.00 -.069794 2416248 989 -.641122 501534 1.00 5.00 -.024421 1793267 999 -.448443 399602 2.00 5.00 -.089364 1761179 928 -.505800 327071 3.00 5.00 -.122836 1932716 861 -.579831 334160 4.00 5.00 261060 2338234 528 -.291821 813941 * The mean difference is significant at the 05 level a Dunnett t-tests treat one group as a control, and compare all other groups against it 168 7.5 The Difference of Individual Elements by Educational Attainments Test of Homogeneity of Variances Variable Levene Statistic df1 df2 Sig USEFUL 2.379 710 050 EASILY 4.730 710 001 RISK1 1.056 710 377 RISK2 6.017 710 000 COSTPE 2.491 710 042 TRUST 2.129 710 076 ANOVA Sum of Squares Variable USEFUL EASILY RISK1 RISK2 COSTPE TRUST Between Groups Mean Square df 23.949 5.987 Within Groups 691.794 710 974 Total 715.743 714 16.555 4.139 Within Groups 698.855 710 984 Total 715.410 714 18.157 4.539 Within Groups 697.737 710 983 Total 715.894 714 28.509 7.127 Within Groups 687.328 710 968 Total 715.836 714 14.793 3.698 Within Groups 701.192 710 988 Total 715.985 714 6.116 1.529 Within Groups 708.470 710 998 Total 714.586 714 Between Groups Between Groups Between Groups Between Groups Between Groups F Sig 6.145 000 4.205 002 4.619 001 7.362 000 3.745 005 1.532 191 169 Post Hoc Tests 95% Confidence Interval Dependent Variable EDU (I) EDU (J) Mean Difference (I-J) Std Error USEFUL 1.00 5.00 -.940643(*) 2416818 000 -1.533303 -.347983 2.00 5.00 -.643339(*) 1720091 001 -1.065145 -.221533 3.00 5.00 -.292134 2048412 422 -.794452 210184 4.00 5.00 -.245787 1263864 165 -.555716 064142 1.00 5.00 443338 2429121 210 -.152338 1.039015 2.00 5.00 -.199708 1728847 608 -.623661 224245 3.00 5.00 -.172654 2058840 821 -.677529 332221 4.00 5.00 208765 1270298 295 -.102741 520271 1.00 5.00 947194(*) 2427178 000 351994 1.542394 2.00 5.00 103610 1727464 936 -.320004 527224 3.00 5.00 108201 2057193 959 -.396270 612672 4.00 5.00 031606 1269281 997 -.279651 342863 1.00 5.00 -.370652 2409004 353 -.961396 220091 2.00 5.00 -.622892(*) 1714529 001 -1.043335 -.202450 3.00 5.00 -.938522(*) 2041789 000 -1.439215 -.437828 4.00 5.00 -.600104(*) 1259777 000 -.909030 -.291177 1.00 5.00 529439 2433180 099 -.067233 1.126111 2.00 5.00 229201 1731736 489 -.195461 653862 3.00 5.00 570487(*) 2062280 021 064768 1.076205 4.00 5.00 051255 1272420 984 -.260772 363282 1.00 5.00 406935 2445774 285 -.192826 1.006695 2.00 5.00 023698 1740699 1.000 -.403162 450558 3.00 5.00 260385 2072954 536 -.247952 768721 4.00 5.00 -.019062 1279006 1.000 -.332704 294579 EASILY RISK1 RISK2 COSTPE TRUST Sig Lower Bound Upper Bound * The mean difference is significant at the 05 level a Dunnett t-tests treat one group as a control, and compare all other groups against it 170 CURRICULUM VITAE I Personal information Full Name: VU MANH CUONG English Name: Cameron Sex: Male Date of Birth: November 25th, 1968 Place of Birth: Nam Ha, Vietnam Nationality: Vietnamese Contact Address No.1, 52/19 Alley, Quan Nhan, Hanoi vmcuong@gmail.com II Educational Qualification Years Institution Degree 1998-2000 The National University of Vietnam Master of Science 1986-1991 The University of Hanoi Bachelor III Working History Years Organization Position 2006-Today INCOM International Communication Chairman / CEO Corporation 2000-2006 VASC Software & Media Company - Director of Center Vietnam Post & Telecom Corporation 1999-2000 Vietnam Data Transfer Company - Manager Vietnam Post & Telecom Corporation 1993-1998 National Center for Natural Science and Technology Software Engineer / Consultant 1991-1993 National Institute of Technology Researcher I, the undersigned, certify that to the best of my knowledge and belief, this information correctly describes me, my qualification and experience ... behavior inthe use of mobile banking services in Hanoi Regarding Practice First, the study enriched the practical research in the field using mobile banking services in Hanoi, Vietnam Second, the. .. development of mobile banking services in Vietnam For the past years, no study has been conducted to see what are the factors affecting the use of mobile banking services in Hanoi .The research... to the use of mobile banking services in Hanoi? e) Does perceived costs impact negatively to the use of mobile banking services in Hanoi? What are the level of influence of the different factors