Mohammad Khaleel Okour, Chin Wei Chong, Sarah Abdulraheem Okour, Fadi Abdelfattah
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Findings showed that the variance in customer satisfaction can be significantly explained via E-service quality dimensions (R2 = 0.52). The ease of use, security, reliability, responsiveness (ESQ) have a significant and positive impact on customer satisfaction among online banking users (p = 0.000). Furthermore, it was found that the customers’ perceived value significantly mediates the relationship between E-service quality and customer satisfaction (p-value = 0.0004). The experimental findings for this paper strengthen and expand the theoretical understanding of the relationship between ESQ, customer perceived value, and customer satisfaction that helps the banks in Malaysia to perform more successfully in the rapid business environment. 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引用次数: 0
摘要
本文的目的是研究客户感知价值在马来西亚网上银行电子服务质量(ESQ)和客户满意度之间的中介关系中的作用。研究模型是基于不确认理论建立的。数据采集采用非概率目的抽样。横断面技术与自我管理问卷的应用。本研究的分析单位是马来西亚雪兰莪州使用网上银行的银行客户。收到并分析了128个可用回复。应用SPSS (Statistical Package for The Social Sciences)软件分析数据。调查结果显示,顾客满意度的差异可以通过电子服务质量维度来解释(R2 = 0.52)。易用性、安全性、可靠性、响应性(ESQ)对网上银行用户的客户满意度有显著的正向影响(p = 0.000)。此外,我们发现顾客感知价值在电子服务质量与顾客满意度之间具有显著的中介作用(p值= 0.0004)。本文的实验结果加强和扩展了对ESQ、客户感知价值和客户满意度之间关系的理论理解,这有助于马来西亚的银行在快速的商业环境中更成功地执行。这项研究还有助于缩小发达国家和发展中国家之间ESQ文献的差距,特别是在马来西亚的背景下。
The mediating role of perceived value on electronic service quality and customer satisfaction: Evidence from Malaysia
The purpose of this paper is to examine the role of customers’ perceived value in mediating the relationship between Electronic Service Quality (ESQ) and customer satisfaction in online banking in Malaysia. The research model is developed based on the disconfirmation theory. Non-probability purposive sampling was adopted for data collection. A cross-sectional technique with a self-administered questionnaire was applied. The unit of analysis in this study is bank customers using online banking in Selangor, Malaysia. One hundred twenty-eight usable responses were received and analyzed. The Statistical Package for the Social Sciences (SPSS) was applied to analyze the data. Findings showed that the variance in customer satisfaction can be significantly explained via E-service quality dimensions (R2 = 0.52). The ease of use, security, reliability, responsiveness (ESQ) have a significant and positive impact on customer satisfaction among online banking users (p = 0.000). Furthermore, it was found that the customers’ perceived value significantly mediates the relationship between E-service quality and customer satisfaction (p-value = 0.0004). The experimental findings for this paper strengthen and expand the theoretical understanding of the relationship between ESQ, customer perceived value, and customer satisfaction that helps the banks in Malaysia to perform more successfully in the rapid business environment. This study also contributed to diminishing the gap in the ESQ literature between developed and developing countries, especially in the Malaysian context.