E-Banking Service Quality and Customer Satisfaction with Moderator Factor
This study explores the dimensions of e-banking service quality influencing customer satisfaction in commercial banks in Vietnam, with a focus on the moderating role of word of mouth (WOM). Using a mixed-methods approach, combining qualitative insights with quantitative analysis through Partial Leas...
Saved in:
| Main Author: | |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Ital Publication
2025-04-01
|
| Series: | Emerging Science Journal |
| Subjects: | |
| Online Access: | https://ijournalse.org/index.php/ESJ/article/view/2920 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | This study explores the dimensions of e-banking service quality influencing customer satisfaction in commercial banks in Vietnam, with a focus on the moderating role of word of mouth (WOM). Using a mixed-methods approach, combining qualitative insights with quantitative analysis through Partial Least Squares Structural Equation Modeling (PLS-SEM), the study identifies five key dimensions: transaction speed, efficiency, reliability, responsiveness, and confidentiality. The findings reveal that these dimensions significantly impact customer satisfaction, with a statistical significance of 1%. Additionally, WOM is found to strengthen the positive relationship between e-banking service quality and customer satisfaction, highlighting its role as a critical moderator. By integrating service quality and customer behavior perspectives, the research provides insights into how WOM amplifies the effects of high-quality e-banking services.
Doi: 10.28991/ESJ-2025-09-02-012
Full Text: PDF |
|---|---|
| ISSN: | 2610-9182 |