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Application of ISS Model for individual customer satisfaction: A study of Internet Banking and Mobile Banking services in Ho Chi Minh City, Vietnam

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  • Nguyen Thi Binh Minh

    (Nong Lam University, Ho Chi Minh City, Vietnam)

  • Khuc Dinh Nam

    (Nong Lam University, Ho Chi Minh City, Vietnam)

Abstract

This paper aims to compare determinants affecting individual customer satisfaction between Internet Banking and Mobile Banking services in Ho Chi Minh City. We developed the research model based on the Information System Success Model (ISS) of DeLone and McLean (2003). The official sample size is 415 for Mobile Banking and 409 for Internet Banking. We applied the Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equation Modeling (SEM) to discover that factors impacting customer satisfaction are organized from high to low following trust, service quality, system quality for Internet Banking, and system quality, information quality, trust, service quality for Mobile Banking. Finally, we also gave some recommendations for commercial banks to increase customer satisfaction with Internet Banking and Mobile Banking services.

Suggested Citation

  • Nguyen Thi Binh Minh & Khuc Dinh Nam, 2023. "Application of ISS Model for individual customer satisfaction: A study of Internet Banking and Mobile Banking services in Ho Chi Minh City, Vietnam," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 13(2), pages 114-128.
    • Handle: RePEc:bjw:econen:v:13:y:2023:i:2:p:114-128
    DOI: 10.46223/HCMCOUJS.econ.en.13.2.2110.2023
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    References listed on IDEAS

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    1. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
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    More about this item

    Keywords

    customer satisfaction; Internet Banking; ISS model; Mobile Banking;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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