Applying Structural Equation Modeling for Accessing Mobile Banking Service Quality and Customer Satisfaction: A Case Study in Vietnam

Abstract

Mobile Banking allows customers to use mobile devices and smartphones to transact anytime, anywhere. On the other hand, Mobile banking is a service product that brings high business efficiency, does not cost much, creates initiative for users, reduces pressure on over-the-counter transactions, and has little risk, so developing mobile banking services brings excellent benefits to banks. Therefore, scientific and technological achievements, particularly information technology, electronics, and telecommunications, have significantly impacted daily life, the economy, and society, changing people's awareness and production and business methods in various fields and industries, including financial banking services. To address the aforementioned analytical concerns, the authors surveyed 650 individual consumers who use mobile banking services at ten commercial banks in Vietnam. The article used structural equation modeling and data processing tools SPSS 20.0, Amos. According to the findings, customer satisfaction is influenced by five elements: dependability, responsiveness, empathy, competence, and tangibles. The article's findings had a significant reliability influence on individual customer satisfaction, with a significance level of sig 0.01. Finally, the study's contributions have validated customer satisfaction, service quality ideas, and the need to flexibly implement customer satisfaction research policies. The research results are scientific evidence to help the banking industry continue to perfect, upgrade, and enhance utilities and service quality for the national payment infrastructure and automatic clearing payment system to serve customers retail transactions in the direction of providing online payment services, instant processing, and 24/7 continuous operation for all people and businesses.