Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation Dept

Document Type

Article

Source Title

Cogent Business and Management

Volume

7

Issue

1

Publication Date

1-1-2020

Abstract

© 2020, © 2020 The Author(s). This open access article is distributed under a Creative Commons Attribution (CC-BY) 4.0 license. Banks offer technology-based self-service banking such as mobile banking applications to keep up with technological advancement. The usage of this application requires quality service delivery. However, there is a dearth of literature on post-adoption and service quality assessment of mobile banking applications. Therefore, the main objective of this study is to assess if the Self-Service Technology service quality (SSTQUAL) dimensio ns influence the perceived value and customer satisfaction in mobile banking applications. The data was gathered from 200 users of mobile banking. Data analysis was carried out with Structural Equation Modelling (SEM) using AMOS. Service quality is a second-order factor composed of seven first-order factors of quality dimensions. The findings of this study reveal that service quality significantly influences the perceived value and customer satisfaction. These findings provide insights for banks and mobile application providers to develop strategies that will enhance customer experience, perceived value, and customer satisfaction.

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Digitial Object Identifier (DOI)

10.1080/23311975.2020.1794241

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