Application of ISS Model for individual customer satisfaction: A study of Internet Banking and Mobile Banking services in Ho Chi Minh City, Vietnam

Nguyen Thi Binh Minh () and Khuc Dinh Nam
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Nguyen Thi Binh Minh: Nong Lam University, Ho Chi Minh City, Vietnam
Khuc Dinh Nam: Nong Lam University, Ho Chi Minh City, Vietnam

HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, 2023, vol. 13, issue 2, 114-128

Abstract: This paper aims to compare determinants affecting individual customer satisfaction between Internet Banking and Mobile Banking services in Ho Chi Minh City. We developed the research model based on the Information System Success Model (ISS) of DeLone and McLean (2003). The official sample size is 415 for Mobile Banking and 409 for Internet Banking. We applied the Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equation Modeling (SEM) to discover that factors impacting customer satisfaction are organized from high to low following trust, service quality, system quality for Internet Banking, and system quality, information quality, trust, service quality for Mobile Banking. Finally, we also gave some recommendations for commercial banks to increase customer satisfaction with Internet Banking and Mobile Banking services.

Keywords: customer satisfaction; Internet Banking; ISS model; Mobile Banking (search for similar items in EconPapers)
JEL-codes: M10 M15 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:bjw:econen:v:13:y:2023:i:2:p:114-128

DOI: 10.46223/HCMCOUJS.econ.en.13.2.2110.2023

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