FACTORS INFLUENCING ACCESS TO AUTOMATED BANKING SERVICES: A CASE STUDY IN HANOI

Abstract

The study analyzes factors influencing the accessibility of automated banking services in Hanoi, based on the Unified Theory of Acceptance and Use of Technology model. Five key factors were identified: expected performance, expected effort, social influence, facilitating conditions, and security. Through a survey of 219 customers and multiple regression analysis, the results revealed that security exerts the strongest influence, followed by expected performance and expected effort. The study suggests solutions such as enhancing security measures, improving operational efficiency, optimizing user experience and upgrading technological infrastructure. Policy recommendations include improving the legal framework, advancing digital infrastructure, and raising public awareness.