Factors Influencing the Intention to Use Digital Banking Services Among Generation Z in Hanoi

This study aims to examine the factors influencing users’ intention to adopt digital banking services. The proposed research model includes five independent variables: perceived usefulness, ease of use, customer service, security, and social influence. Data were collected from 300 respondents and analysed using SPSS through reliability testing (Cronbach’s Alpha), exploratory factor analysis (EFA), correlation analysis, and multiple regression analysis. The results indicate that all five factors have a positive and statistically significant impact on users’ intention to use digital banking services. Among them, perceived usefulness has the strongest effect, followed by security, customer service, social influence, and ease of use. The model explains 63.4% of the variance in usage intention. Based on the findings, several managerial implications are proposed to enhance the adoption of digital banking services.