Page 23 - Ebook HT QTNHS

organizational culture (DOC)—have a positive and statistically significant effect on both business
performance (BP) and competitive capacity (CC). Among these, digital services and technology
investment emerge as the most influential drivers, serving as pillars in digital banking strategies.
In contrast, the non-performing loan (NPL) ratio shows a negative effect, emphasizing the critical
importance of risk management during digitalization. The study offers practical implications for
bank managers in prioritizing technology investment and service development, and recommends
that regulatory agencies establish supportive legal frameworks and digital workforce training
programs to foster comprehensive digital transformation in Vietnam’s banking sector.
Keywords: digital transformation, business performance, competitive capacity, digital
banking services.

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