The Impact of Service Delivery System Process and Moderating Effect of Perceived Value in Internet Banking Adoption

Abstract

This study identifies the impact of Internet banking service delivery system (IBSDS) process on consumer behaviour; the mediating effect of customer satisfaction on the relationship between IBSDS process and behavioural intention; and the moderating effect of the customer's perceived value. The study uses a quantitative method using the data collected from 416 respondents. Mediated regression is used to examine the mediating effect of customer satisfaction. SPSS Process v2.16.3 is employed to analyse the moderating effect of the perceived value. The results indicate that IBSDS process impacts customer satisfaction and behavioural intention. Further, customer satisfaction plays a partial mediating role between the association of IBSDS process and behavioural intention. This study provides evidence that the technological capabilities embedded in the bank website processes are an important factor in determining customer satisfaction and ultimately behavioural intention. The study also reveals that perceived value moderates the relationship between IBSDS process and customer satisfaction, and between customer satisfaction, and, behavioural intention. It also adds to the existing knowledge on the adoption of Internet banking literature. Academicians and information systems researchers may use these findings for further research. Financial service providers or related agencies may consider the attributes of the IBSDS process (e.g., navigation, searching, transacting, etc.) while designing their Internet banking services to provide enhanced customer experiences. The paper also highlights the research limitations and scope for future research.

Impact on addiction of online platforms on quality of life

“…Stress causes depression and the depressed persons keep themselves engaged in frequently using a technology to be relieved from the depression. This has been seen in other studies in smartphone usage where the users were addicted (Kumar et al, 2020). Some people exhibit avoidant attitude, and this feeling is associated with the sense of loneliness (Wei et al, 2005;Lee et al, 2019).…”

An examination of the e-government service value chain

“…time, effort, money) (Bressolles et al , 2015; McDougall and Levesque, 2000). Perceived value has attracted interest in the literature because authors find it to be a key predictor of consumer satisfaction and loyalty (Bressolles et al , 2015; Chang and Wang, 2011; Kumar et al , 2020; McDougall and Levesque, 2000; Wang, 2014; Yang and Peterson, 2004). Also, perceived value may be used by users to “bundle” various aspects of the service relative to competitive offerings (McDougall and Levesque, 2000).…”

“…In any e-service context (e.g. e-commerce, e-government, e-banking), the best way to generate user satisfaction, and ultimately intention to adopt, is to deliver superior value originating from excellent service quality (Bressolles et al , 2015; Chang et al , 2009; Kumar et al , 2020; Papadomichelaki and Mentzas, 2012; Yang and Peterson, 2004). In the e-government context, government must design and deliver a value proposition that is appealing to the citizens.…”

Digital Coupon Redemption: Conceptualization, Scale Development and Validation

“…Perceived coupon value was found one of the crucial variables in the context of internet banking (Kumar et al, 2020). Perceived coupon value has been identified as a crucial factor explaining coupon redemption intention (Pura, 2005;Liu et al, 2015;Clark et al, 2013).…”