This study aims to investigate the key factors that influence the Gen Z’s decision to use mobile banking services provided by commercial banks in Vietnam. In order to do that, we propose a research model in which the dependent variable is “Decision to use” and six independent factors of (i) Ease of use, (ii) Functional diversity, (iii) Safety and confidentiality, (iv) Risk level, (v) Approach, attraction, and (vi) Social influence. Primary data came from a survey through which 200 valid results were collected. The information is then coded and analyzed via the SPSS 20.0 software. The results reveal that two out of six proposed independent factors have the strongest relationship with the decision of using Gen Z’s mobile banking services. Based on the findings, some suggestions are proposed for motivating customers to make decisions to use mobile banking services, which contribute positively to the success of the country’s financial inclusion.
