Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services
ABSTRACT: Digital transformation has received increasing attention from organizations and businesses that want to remain competitive in the digital world. Many banks have increasingly been embracing electronic commerce by providing electronic banking (e-banking) services. This study aimed to investi...
| Main Authors: | , , , , , |
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| Format: | Article |
| Language: | English |
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Elsevier
2022-09-01
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| Series: | Journal of Open Innovation: Technology, Market and Complexity |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2199853122007685 |
| _version_ | 1797391850908155904 |
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| author | Hoang Viet Nguyen Tuan Duong Vu Bach Khoa Nguyen Thi My Nguyet Nguyen Binh Do Ninh Nguyen |
| author_facet | Hoang Viet Nguyen Tuan Duong Vu Bach Khoa Nguyen Thi My Nguyet Nguyen Binh Do Ninh Nguyen |
| author_sort | Hoang Viet Nguyen |
| collection | DOAJ |
| description | ABSTRACT: Digital transformation has received increasing attention from organizations and businesses that want to remain competitive in the digital world. Many banks have increasingly been embracing electronic commerce by providing electronic banking (e-banking) services. This study aimed to investigate the impact of electronic service (e-service) quality on customer intention to use video teller machine (VTM) services. Data were obtained from 450 customers in Vietnam, where digital transformation is a priority in the development strategy of the banking industry. Structural equation modeling reveals the positive impact of three e-service quality dimensions, including responsiveness, security, and interface quality, on the perceived ease of use (PEOU), perceived usefulness (PU), and attitude toward using VTM services. The findings also demonstrate that attitudes are positively related to intention toward using VTM services, and time-consciousness strengthens this relationship. These findings extend current knowledge about e-banking services in emerging markets and provide implications for bank managers and technology providers in promoting their service quality and customer use of VTM services. |
| first_indexed | 2024-03-08T23:38:40Z |
| format | Article |
| id | doaj.art-5834025539fe41b79489747f87ea2f11 |
| institution | Directory Open Access Journal |
| issn | 2199-8531 |
| language | English |
| last_indexed | 2024-03-08T23:38:40Z |
| publishDate | 2022-09-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Journal of Open Innovation: Technology, Market and Complexity |
| spelling | doaj.art-5834025539fe41b79489747f87ea2f112023-12-14T05:21:32ZengElsevierJournal of Open Innovation: Technology, Market and Complexity2199-85312022-09-0183167Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine ServicesHoang Viet Nguyen0Tuan Duong Vu1Bach Khoa Nguyen2Thi My Nguyet Nguyen3Binh Do4Ninh Nguyen5Board of Rectors, Thuongmai University, Hanoi 100000, VietnamDepartment of Strategic Management, Faculty of Business Administration, Thuongmai University, Hanoi 100000, Vietnam; Correspondence: (T.D.V.); or (N.N.)Business Sustainability Research Group, Thuongmai University, Hanoi 100000, VietnamDepartment of Strategic Management, Faculty of Business Administration, Thuongmai University, Hanoi 100000, VietnamCentre of Science and Technology Research and Development, Thuongmai University, Hanoi 100000, VietnamCentre of Science and Technology Research and Development, Thuongmai University, Hanoi 100000, Vietnam; Asia Pacific College of Business and Law, Charles Darwin University, Darwin City, NT 0800, Australia; Correspondence: (T.D.V.); or (N.N.)ABSTRACT: Digital transformation has received increasing attention from organizations and businesses that want to remain competitive in the digital world. Many banks have increasingly been embracing electronic commerce by providing electronic banking (e-banking) services. This study aimed to investigate the impact of electronic service (e-service) quality on customer intention to use video teller machine (VTM) services. Data were obtained from 450 customers in Vietnam, where digital transformation is a priority in the development strategy of the banking industry. Structural equation modeling reveals the positive impact of three e-service quality dimensions, including responsiveness, security, and interface quality, on the perceived ease of use (PEOU), perceived usefulness (PU), and attitude toward using VTM services. The findings also demonstrate that attitudes are positively related to intention toward using VTM services, and time-consciousness strengthens this relationship. These findings extend current knowledge about e-banking services in emerging markets and provide implications for bank managers and technology providers in promoting their service quality and customer use of VTM services.http://www.sciencedirect.com/science/article/pii/S2199853122007685digital transformatione-service qualitye-banking servicesvideo teller machinecustomer intentionVietnam |
| spellingShingle | Hoang Viet Nguyen Tuan Duong Vu Bach Khoa Nguyen Thi My Nguyet Nguyen Binh Do Ninh Nguyen Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services Journal of Open Innovation: Technology, Market and Complexity digital transformation e-service quality e-banking services video teller machine customer intention Vietnam |
| title | Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services |
| title_full | Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services |
| title_fullStr | Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services |
| title_full_unstemmed | Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services |
| title_short | Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services |
| title_sort | evaluating the impact of e service quality on customer intention to use video teller machine services |
| topic | digital transformation e-service quality e-banking services video teller machine customer intention Vietnam |
| url | http://www.sciencedirect.com/science/article/pii/S2199853122007685 |
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