The impact of service delivery technology on bank performance: Evidence in Vietnam

Abstract

This study investigates the impact of service delivery technology on bank performance by using the sample data of 21 Vietnamese commercial banks over the period 2007-2019. The study uses return on equity (ROE) and net interest margin (NIM) as a dependent variable representing bank performance. A set of variables including mobile banking (MB), internet banking (IB), and implementation degree of ATMs functions as a proxy for service delivery technology. The research results indicate that there is a significant positive impact of mobile banking (MB) and online banking (IB) on bank performance. In addition, this study has not found an impact on ATM implementation for bank performance.