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...
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| Format: | Article |
| Language: | English |
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Ital Publication
2025-04-01
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| Series: | Emerging Science Journal |
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| Online Access: | https://ijournalse.org/index.php/ESJ/article/view/2920 |
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| _version_ | 1850279488439451648 |
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| author | Trung Kim Quoc Nguyen |
| author_facet | Trung Kim Quoc Nguyen |
| author_sort | Trung Kim Quoc Nguyen |
| collection | DOAJ |
| description | 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 |
| format | Article |
| id | doaj-art-f30f4de0ff944e23a2a9cfd93bb042b1 |
| institution | OA Journals |
| issn | 2610-9182 |
| language | English |
| publishDate | 2025-04-01 |
| publisher | Ital Publication |
| record_format | Article |
| series | Emerging Science Journal |
| spelling | doaj-art-f30f4de0ff944e23a2a9cfd93bb042b12025-08-20T01:49:04ZengItal PublicationEmerging Science Journal2610-91822025-04-019272574010.28991/ESJ-2025-09-02-012809E-Banking Service Quality and Customer Satisfaction with Moderator FactorTrung Kim Quoc Nguyen0University of Finance - Marketing, Ho Chi Minh City,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: PDFhttps://ijournalse.org/index.php/ESJ/article/view/2920commercial bankcustomer satisfactione-banking serviceservice qualitywom. |
| spellingShingle | Trung Kim Quoc Nguyen E-Banking Service Quality and Customer Satisfaction with Moderator Factor Emerging Science Journal commercial bank customer satisfaction e-banking service service quality wom. |
| title | E-Banking Service Quality and Customer Satisfaction with Moderator Factor |
| title_full | E-Banking Service Quality and Customer Satisfaction with Moderator Factor |
| title_fullStr | E-Banking Service Quality and Customer Satisfaction with Moderator Factor |
| title_full_unstemmed | E-Banking Service Quality and Customer Satisfaction with Moderator Factor |
| title_short | E-Banking Service Quality and Customer Satisfaction with Moderator Factor |
| title_sort | e banking service quality and customer satisfaction with moderator factor |
| topic | commercial bank customer satisfaction e-banking service service quality wom. |
| url | https://ijournalse.org/index.php/ESJ/article/view/2920 |
| work_keys_str_mv | AT trungkimquocnguyen ebankingservicequalityandcustomersatisfactionwithmoderatorfactor |