The Drivers of Trust and Individual Performance: Evidence from Young Vietnamese Mobile Banking Users

Abstract

Individual performance of mobile banking users is a key goal for not only consumers but also the bank in order to maintain customer loyalty and the firm's long-term growth. This is critical, and it should be addressed even more so in the context of developing countries, where the mobile banking is an emerging development. This research aims to uncover the mechanisms that influence individual performance of customers when using mobile banking. To achieve this goal, we used PLS-SEM to examine data from 297 young individual customers who are the most prominent customer group of mobile banking in Vietnam. The results showed that all 4 research hypotheses, including 3 hypotheses about the impact of system quality, information quality, brand equity on trust, and one hypothesis about the effect of customer’s trust on the individual performance are confirmed. The crucial findings and suggestions of this study has extended the current stock of knowledge in mobile banking business and especially brings important guidelines for banking business practitioners in developing countries.

Received: 8 December 2022 / Accepted: 28 February 2023 / Published: 5 March 2023