A modified ISS Model perspective: Determinants impacting individual customer satisfaction with Mobile Banking service in Ho Chi Minh city, Vietnam

Abstract

This paper aims to identify determinants affecting individual customer satisfaction with the Mobile Banking service in Ho Chi Minh City. Our model was based on the Information System Success Model (ISS) of Delone and Mclean (2003) with the official sample size being 415. By applying the exploratory factor analysis EFA, confirmatory factor analysis CFA, structural equation modeling SEM, the authors have discovered that factors positively impacting customer satisfaction are organized from high to low following: system quality, information quality, trust, service quality. Moreover, the results also showed that trust was positively influenced by 3 factors of system quality, information quality, and service quality. From the above research results, the authors also showed some recommendations to help commercial banks increase customer satisfaction in Mobile Banking services.