A Structural Model for Customer Perceived Value in E-banking Service

Long Kim, Teerasak Jindabot, Sook Fern Yeo and Kanyanit Wichianrat

Vikalpa: The Journal for Decision Makers, 2025, vol. 50, issue 3, 270-282

Abstract: The primary goal of this research was to investigate the evolution of customer perceived value in the e-banking service industry through understanding the impacts of service quality dimensions and perceived risk. This study used the convenience sampling technique to survey 700 bank customers in Cambodia. Furthermore, the study used the structural equation model to analyse the data. The results reveal that staff behaviour, physical evidence and IT transaction showed significant effects on perceived risk. Finally, only physical evidence and IT transaction were found to have significant effects on customer perceived value.

Keywords: E-banking service; Cambodia; Service Quality; Staff Behaviour; Value (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:sae:vikjou:v:50:y:2025:i:3:p:270-282

DOI: 10.1177/02560909251348705

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