The Moderating Effect of COVID-19-Related Psychological Distress on Digital Banking Adoption Behaviour of Customers: The Case of Vietnamese Banking Sector

The COVID-19 pandemic has led to an increase in digital banking adoption, as customers seek to reduce physical contact and minimize the risk of infection. However, the pandemic has also led to significant psychological distress among the population, which may affect their willingness to adopt digital banking services. This study aims to investigate the moderating effect of COVID-19-related psychological distress on the digital banking adoption behaviour of customers in the Vietnamese banking sector. A survey was conducted among a sample of Vietnamese banking customers, and the data was analysed using structural equation modelling. The results suggest that COVID-19-related psychological distress negatively moderates the relationship between digital banking adoption behaviour and its determinants, such as perceived usefulness, perceived ease of use, and trust. This implies that the psychological impact of the pandemic should be considered by banks and policymakers when promoting digital banking services. The study provides important insights for Vietnamese banks on how to increase digital banking adoption among customers during and after the pandemic.