Mobile banking service quality and customer value co-creation intention: a moderated mediated model

Abstract

PurposeThe objective of this paper is to explore the possible impact of mobile banking service quality (MBSQ) on customer value co-creation intention (CVCI).Design/methodology/approachA questionnaire was administered to research participants from Jordan. A total of 562 valid questionnaires were analysed. Mediation and moderation evaluations were performed in order to examine the function performed by MBSQ, customer engagement (CE), and social presence as determinants of CVCI. Structural equation modeling of type covariance-SEM using AMOS software was employed for the analysis.FindingsThe research results verify the proposition that MBSQ, CE, and social presence can all influence. In addition, the mediating role of customer engagement in respect of the relationship between MBSQ and CVCI is also confirmed in this research.Practical implicationsThis research is of use to bank managers who must allocate resources during the development of m-banking platforms, wherein value co-creation in banking can be promoted.Originality/valueThis study comprises an original contribution to current scholarship in the field of m-banking through its examination of the impact of customer engagement with m-banking. Moreover, this research augments current literature pertaining to the function of MBSQ in relation to CVCI as tempered by customer engagement and social presence.

Exploring mobile banking service quality dimensions in Pakistan: a text mining approach

“…Accordingly, m-banking quality has attracted considerable attention from scholars in recent years. Scholars have tried to explore factors affecting m-banking adoption (Saprikis et al, 2022;Souiden et al, 2020;Wu and Ho, 2022), dimensions of its quality (Jun and Palacios, 2016;Shankar et al, 2020Shankar et al, , 2022 as well as the effects of its quality on such positive outcomes as customer satisfaction (De Leon et al, 2020;Khan et al, 2021), positive word of mouth (Rajaobelina et al, 2021), perceived value (De Leon et al, 2020) and value co-creation intentions of the customers (Hijazi, 2022).…”

“…, 2021), perceived value (De Leon et al. , 2020) and value co-creation intentions of the customers (Hijazi, 2022).…”

Exploring mobile banking adoption and service quality features through user-generated content: the application of a topic modeling approach to Google Play Store reviews

“…In studies on discovering service quality characteristics in m-banking (Arcand et al ., 2017; Hijazi, 2022), selecting the survey method to measure the aspects impacting satisfaction or loyalty leads to forming more generic structures. For example, Arcand et al .…”

“…In studies on discovering service quality characteristics in m-banking (Arcand et al, 2017;Hijazi, 2022), selecting the survey method to measure the aspects impacting satisfaction or loyalty leads to forming more generic structures. For example, Arcand et al (2017) measure the effect of the security and privacy factor by asking the participants on a Likert scale whether their personal information is well protected, m-banking online transactions are secure, or their privacy is secured.…”

“…Additionally, considering the technological developments or natural factors, data mining methods help reveal the latest critical factors in adopting this technology, such as the touch-free transaction feature with m-banking while using ATMs or registering for new customers without visiting the bank branch due to the new normal. For example, recent research indicates that the Covid-19 pandemic has significantly impacted the increase in internet-based banking usage and has made customer loyalty through m-banking more critical due to increasing competition in the market (Hijazi, 2022). This study, which focuses on the post-Covid-19 era, fills a critical gap and makes it one of the pioneering research studies in the literature on m-banking while considering the actual customer experience with the suggested method.…”