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

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...

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Autores principales:	Myra V. De Leon, Ringgold P. Atienza, Daniel Susilo
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2020
Materias:	service quality structural equation modeling perceived value customer satisfaction Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/9cacd80c49f64caf8be907af5a357bdf
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spelling	oai:doaj.org-article:9cacd80c49f64caf8be907af5a357bdf2021-12-02T15:59:47ZInfluence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application2331-197510.1080/23311975.2020.1794241https://doaj.org/article/9cacd80c49f64caf8be907af5a357bdf2020-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2020.1794241https://doaj.org/toc/2331-1975Banks 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.Myra V. De LeonRinggold P. AtienzaDaniel SusiloTaylor & Francis Grouparticleservice qualitystructural equation modelingperceived valuecustomer satisfactionBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 7, Iss 1 (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	service quality structural equation modeling perceived value customer satisfaction Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	service quality structural equation modeling perceived value customer satisfaction Business HF5001-6182 Management. Industrial management HD28-70 Myra V. De Leon Ringgold P. Atienza Daniel Susilo 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
description	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.
format	article
author	Myra V. De Leon Ringgold P. Atienza Daniel Susilo
author_facet	Myra V. De Leon Ringgold P. Atienza Daniel Susilo
author_sort	Myra V. De Leon
title	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
title_short	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
title_full	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
title_fullStr	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
title_full_unstemmed	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
title_sort	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
publisher	Taylor & Francis Group
publishDate	2020
url	https://doaj.org/article/9cacd80c49f64caf8be907af5a357bdf
work_keys_str_mv	AT myravdeleon influenceofselfservicetechnologysstservicequalitydimensionsasasecondorderfactoronperceivedvalueandcustomersatisfactioninamobilebankingapplication AT ringgoldpatienza influenceofselfservicetechnologysstservicequalitydimensionsasasecondorderfactoronperceivedvalueandcustomersatisfactioninamobilebankingapplication AT danielsusilo influenceofselfservicetechnologysstservicequalitydimensionsasasecondorderfactoronperceivedvalueandcustomersatisfactioninamobilebankingapplication
_version_	1718385344153387008

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

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