Factors influencing customer behaviour in the adoption of digital banking services in Finland
Nguyen, Anh Ph (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202504176895
https://urn.fi/URN:NBN:fi:amk-202504176895
Tiivistelmä
Banking services are evolving because of modern banking techniques that depend more and more on digital banking. This study examines at how customers adopt digital banking in Finland. Using Use of Technology and Technology Acceptance Model and the Unified Theory of Acceptance to examines key determinants like ease of use, usefulness, trust, perceived security, and customer experience using technology adoption frameworks. The research additionally explores the way demographic variables including age, gender, and education affect adoption habits.
The thesis makes use of both primary and secondary material and is based on a deductive research methodology. The theoretical framework is based on well-known theories of consumer behaviours and technological adoption. To contribute a thorough analysis of the adoption of digital banking, the research also looks at consumer trust frameworks and service quality models.
The research part of the thesis combines quantitative and qualitative research to collect primary data for the study using an online survey. In this section, the author analyses the data collected and respond to the study questions. The findings respond to and support the theoretical framework, as well as give insight into the elements affecting consumer behavior in the uptake of digital banking services and how organizations may capitalize on the various situations that surround digital banking services.
The author chose the thesis topic based on their academic background and involve understanding customer behaviour, particularly in the context of banking industry's digital transition.
The thesis makes use of both primary and secondary material and is based on a deductive research methodology. The theoretical framework is based on well-known theories of consumer behaviours and technological adoption. To contribute a thorough analysis of the adoption of digital banking, the research also looks at consumer trust frameworks and service quality models.
The research part of the thesis combines quantitative and qualitative research to collect primary data for the study using an online survey. In this section, the author analyses the data collected and respond to the study questions. The findings respond to and support the theoretical framework, as well as give insight into the elements affecting consumer behavior in the uptake of digital banking services and how organizations may capitalize on the various situations that surround digital banking services.
The author chose the thesis topic based on their academic background and involve understanding customer behaviour, particularly in the context of banking industry's digital transition.