Factors Influencing the Intention to Use Artificial Intelligence in Personal Banking Services in Ho Chi Minh City

Abstract

The integration of artificial intelligence (AI) into banking services is driving significant transformations in customer experiences, offering personalized and highly efficient solutions. However, the adoption of AI in personal banking services in Ho Chi Minh City (HCMC) still faces numerous challenges. This study - conducted in the context of Vietnam's banking industry accelerating digital transformation post-pandemic - aims to identify the factors influencing customers' intentions to use AI in personal banking services in HCMC. By synthesizing relevant literature and proposing a research model, we identified nine key factors, with the three most prominent being: technical compatibility, relative advantage, and technical complexity. Results show that, contrary to initial predictions, technical compatibility (? = 0.347) and organizational readiness (? = 0.153) exert strong positive influences, while technical complexity (? = -0.183) poses a significant barrier for older users. The study employs analytical methods such as reliability testing (Cronbach's Alpha), exploratory factor analysis (EFA), regression analysis, and model validation. The findings provide valuable insights for ba...