The impact of mobile banking service quality on customer satisfaction - A case in Ho Chi Minh city

Abstract

For decades, the quality of service has turned into a topic of severe inquiry that has just arisen lately in the form of self-service technology (SST), which implies drastically on how consumers’ interaction with companies in order to create effective business contributes to customer satisfaction. Vietnam has witnessed digital revolution in its financial and banking business, with payment by mobile banking services, a self-service technology form, rising over the last five years. Therefore, the purpose of this research is to investigate the impact of mobile banking service quality dimensions on customer satisfaction in Ho Chi Minh City. The study also investigated the moderating effect of gender over the impact of mobile banking service dimensions on customer’s satisfaction. Quantitative method -was employed to empirically examine the proposed conceptual model. A sample of 229 respondents was analyzed using statistical techniques via the SPSS computer program. The findings showed that functionality contributed as the most important dimension of mobile banking user satisfaction for both genders. However, there was different perception of satisfaction among genders with other dimensions including simplicity and assurance. These results would provide insights for the mobile banking sector of Vietnamese firms to invest in the new technology or improving their service quality in order to enhance the consumer satisfaction. Keywords: service quality; mobile banking; customer satisfaction