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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

de Leon, Myra V. and Atienza, Ringgold P and Susilo, Daniel (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, 7. ISSN 2331-1975

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Influence of Self Service.pdf
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Official URL: https://www.tandfonline.com/doi/full/10.1080/23311...

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.

Item Type: Article
Uncontrolled Keywords: service quality; structural equation modeling; perceived value; customer satisfaction
Subjects: 300 Social Sciences > 330 Economics > 330 Economics
600 Technology (Applied Sciences) > 600 Technology
Divisions: Fakultas Ilmu Komunikasi > Program Studi Ilmu Komunikasi
Depositing User: mr admin umn
Date Deposited: 18 Nov 2021 16:35
Last Modified: 19 Jan 2022 06:01
URI: http://kc.umn.ac.id/id/eprint/19146

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