Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance
AbstractThis study explores the factors that influence Vietnamese mobile banking users’ word-of-mouth behavior and sheds light on the impact of customer satisfaction, system quality, and individual performance. The data collected from 297 customers was analyzed through Smart PLS 4.0 utilization. The...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis Group
2024-12-01
|
| Series: | Cogent Business & Management |
| Subjects: | |
| Online Access: | https://www.tandfonline.com/doi/10.1080/23311975.2024.2338925 |
| _version_ | 1797197781249556480 |
|---|---|
| author | Duong Luu Thi Thuy Uyen Nguyen Thi Quyen Vo Hanh Nguyet Nguyen Thi My |
| author_facet | Duong Luu Thi Thuy Uyen Nguyen Thi Quyen Vo Hanh Nguyet Nguyen Thi My |
| author_sort | Duong Luu Thi Thuy |
| collection | DOAJ |
| description | AbstractThis study explores the factors that influence Vietnamese mobile banking users’ word-of-mouth behavior and sheds light on the impact of customer satisfaction, system quality, and individual performance. The data collected from 297 customers was analyzed through Smart PLS 4.0 utilization. The study findings reveal the direct and significant effect of customer satisfaction on word-of-mouth behavior. In addition, individual performance and mobile banking system quality have been found to be positive factors influencing customer satisfaction. The study also highlights the mediating role of customer satisfaction in the relationship between system quality, individual performance and word-of-mouth, which has not been explored in the prior studies. These results make substantial contributions to the existing literature on signaling theory in business management and hold important policy implications for Vietnamese commercial banks. |
| first_indexed | 2024-04-24T06:49:25Z |
| format | Article |
| id | doaj.art-f39f41ad8238475e8d7723177b0e1509 |
| institution | Directory Open Access Journal |
| issn | 2331-1975 |
| language | English |
| last_indexed | 2024-04-24T06:49:25Z |
| publishDate | 2024-12-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Cogent Business & Management |
| spelling | doaj.art-f39f41ad8238475e8d7723177b0e15092024-04-22T14:50:52ZengTaylor & Francis GroupCogent Business & Management2331-19752024-12-0111110.1080/23311975.2024.2338925Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performanceDuong Luu Thi Thuy0Uyen Nguyen Thi1Quyen Vo Hanh2Nguyet Nguyen Thi My3Strategic Management Department, Faculty of Business Administration, Thuongmai University (TMU), Hanoi, VietnamStrategic Management Department, Faculty of Business Administration, Thuongmai University (TMU), Hanoi, VietnamStrategic Management Department, Faculty of Business Administration, Thuongmai University (TMU), Hanoi, VietnamStrategic Management Department, Faculty of Business Administration, Thuongmai University (TMU), Hanoi, VietnamAbstractThis study explores the factors that influence Vietnamese mobile banking users’ word-of-mouth behavior and sheds light on the impact of customer satisfaction, system quality, and individual performance. The data collected from 297 customers was analyzed through Smart PLS 4.0 utilization. The study findings reveal the direct and significant effect of customer satisfaction on word-of-mouth behavior. In addition, individual performance and mobile banking system quality have been found to be positive factors influencing customer satisfaction. The study also highlights the mediating role of customer satisfaction in the relationship between system quality, individual performance and word-of-mouth, which has not been explored in the prior studies. These results make substantial contributions to the existing literature on signaling theory in business management and hold important policy implications for Vietnamese commercial banks.https://www.tandfonline.com/doi/10.1080/23311975.2024.2338925Individual performancemobile bankingsatisfactionsystem qualityword of mouthLen Tiu Wright, De Montfort University Faculty of Business and Law, United Kingdom |
| spellingShingle | Duong Luu Thi Thuy Uyen Nguyen Thi Quyen Vo Hanh Nguyet Nguyen Thi My Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance Cogent Business & Management Individual performance mobile banking satisfaction system quality word of mouth Len Tiu Wright, De Montfort University Faculty of Business and Law, United Kingdom |
| title | Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance |
| title_full | Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance |
| title_fullStr | Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance |
| title_full_unstemmed | Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance |
| title_short | Enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance |
| title_sort | enhancing satisfaction and word of mouth of young mobile banking users through system quality and individual performance |
| topic | Individual performance mobile banking satisfaction system quality word of mouth Len Tiu Wright, De Montfort University Faculty of Business and Law, United Kingdom |
| url | https://www.tandfonline.com/doi/10.1080/23311975.2024.2338925 |
| work_keys_str_mv | AT duongluuthithuy enhancingsatisfactionandwordofmouthofyoungmobilebankingusersthroughsystemqualityandindividualperformance AT uyennguyenthi enhancingsatisfactionandwordofmouthofyoungmobilebankingusersthroughsystemqualityandindividualperformance AT quyenvohanh enhancingsatisfactionandwordofmouthofyoungmobilebankingusersthroughsystemqualityandindividualperformance AT nguyetnguyenthimy enhancingsatisfactionandwordofmouthofyoungmobilebankingusersthroughsystemqualityandindividualperformance |