Modeling service quality of banking kiosks: Empirical research on commercial banks in Hanoi
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Keywords:
service quality
self-service technology
customer perceived value
banking kiosk
customer satisfaction
Abstract
The objective of the study is to model service quality of banking kiosks in commercial banks in Vietnam and point out its impacts on customer perceived value and customer satisfaction through data of 374 customers in Hanoi. The data is collected through offline surveys and then processed by SPSS 29.0 and AMOS 20.0 to conduct reliability analysis, exploratory factor analysis, confirmatory factor analysis, SEM structure model. The study contributes to the literature by providing a more comprehensive and specific model and measurement scale for service quality of banking kiosks in Vietnam, simultaneously giving empirical evidence for the separate effects of privacy and security on perceptions of service quality of banking kiosks. Recommendations including enhancing kiosk functions, offering customer-oriented interfaces and privacy of transactions are proposed.
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Published
Feb 28, 2023
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How to Cite
Nguyễn Hồng Quân, Nguyễn Quỳnh Hương, Trần Phương Thảo, Trịnh Ngọc Linh, and Nguyễn Quỳnh Trang. “Modeling Service Quality of Banking Kiosks: Empirical Research on Commercial Banks in Hanoi”. The University of Danang - Journal of Science and Technology, vol. 21, no. 2, Feb. 2023, pp. 19-25, https://jst-ud.vn/jst-ud/article/view/8272.
