IDEAS home Printed from https://ideas.repec.org/a/taf/oabmxx/v7y2020i1p1794241.html
   My bibliography  Save this article

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

Author

Listed:
  • Myra V. De Leon
  • Ringgold P. Atienza
  • Daniel Susilo

Abstract

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.

Suggested Citation

  • Myra V. De Leon & Ringgold P. Atienza & Daniel Susilo, 2020. "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," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1794241-179, January.
    • Handle: RePEc:taf:oabmxx:v:7:y:2020:i:1:p:1794241
    DOI: 10.1080/23311975.2020.1794241
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/23311975.2020.1794241
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/23311975.2020.1794241?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Sajid, Zoya & Iftikhar, Naba & Ghouri, Ushna & Siddiqui, Humbal & Uddin, Kaleem, 2021. "Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services," MPRA Paper 108938, University Library of Munich, Germany.
    2. Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
    3. Aleksandar Šević & Jelena Zečar & Ana Nešić Tomašević & Nevenka Popović Šević & Milica Slijepčević & Branislav Dudić, 2022. "Analyzing the Banking Business: Relevance of Service Value for the Satisfaction and Loyalty of Consumers," Mathematics, MDPI, vol. 10(24), pages 1-12, December.
    4. Anteneh Mulugeta Eyasu & Demoz Arefayne, 2020. "The effect of corporate social responsibility on banks’ competitive advantage: Evidence from Ethiopian lion international bank S.C," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1830473-183, January.
    5. Khan, Md. Rahat & Pervin, Most. Tahura & Arif, Md. Zahir Uddin & Hossain, S.M. Khaled, 2024. "The impact of technology service quality on Bangladeshi banking consumers' satisfaction during the pandemic situation: Green development and innovation perspective in banking service," Innovation and Green Development, Elsevier, vol. 3(2).
    6. Sinha, Neena & Paul, Justin & Singh, Nidhi, 2024. "Mobile payments for bottom of the pyramid: Towards a positive social change," Technological Forecasting and Social Change, Elsevier, vol. 202(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:oabmxx:v:7:y:2020:i:1:p:1794241. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://cogentoa.tandfonline.com/OABM20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.