Influences of price fairness, convenience and risk on service value development influencing E-banking satisfaction: Technological competency as a moderator
Nupueng S. Kim L. Maijan P. Issayeva G.
January 2024Elsevier Ltd
Social Sciences and Humanities Open
2024#10
Offering users high e-banking satisfaction can help banks retain their customers and business successes in the competitive era of banking 5.0. This research aims to explore significant factors influencing e-banking satisfaction by examining how convenience, price fairness, and perceived risk influence perceived value which further influences customer satisfaction in the e-banking service context. Meanwhile, technological competency was also tested as a moderator between perceived value and satisfaction. 550 Cambodian e-banking users were invited to join the survey processes via self-administered questionnaires. The results were analyzed using a path analysis technique. Results indicated that price fairness, convenience, and perceived risk influenced perceived e-banking value. Furthermore, perceived e-banking value influenced e-banking satisfaction. Finally, technological competency played a significant role in moderating the relationship between perceived e-banking value and satisfaction.
Competency , Convenience , E-banking , Fairness , Risk , Satisfaction , Value
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Center of Excellence in Logistics and Business Analytics (LOGBIZ), School of Accountancy and Finance, Walailak University, Thailand
Faculty of Sciences, Prince of Songkla University, Thailand
Candidate of Economic Sciences, Department of Finance, M.Auezov South Kazakhstan University, Kazakhstan
Center of Excellence in Logistics and Business Analytics (LOGBIZ)
Faculty of Sciences
Candidate of Economic Sciences
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