Work

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

Year: 2025

Type: article

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.

Source: Vikalpa The Journal for Decision Makers

DOI: 10.1177/02560909251348705

Authors: Long Kim, Teerasak Jindabot, Sook Fern Yeo, Kanyanit Wichianrat

Institutions: Walailak University, Prince of Songkla University, Multimedia University, Thaksin University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4412047165

FWCI: 1.27

Cites: 51

Cited by: 1

Related to: 10