Abstract

Digital transformation has received increasing attention from organizations and businesses that want to remain competitive in the digital world. Many banks have increasingly been embracing electronic commerce by providing electronic banking (e-banking) services. This study aimed to investigate the impact of electronic service (e-service) quality on customer intention to use video teller machine (VTM) services. Data were obtained from 450 customers in Vietnam, where digital transformation is a priority in the development strategy of the banking industry. Structural equation modeling reveals the positive impact of three e-service quality dimensions, including responsiveness, security, and interface quality, on the perceived ease of use (PEOU), perceived usefulness (PU), and attitude toward using VTM services. The findings also demonstrate that attitudes are positively related to intention toward using VTM services, and time-consciousness strengthens this relationship. These findings extend current knowledge about e-banking services in emerging markets and provide implications for bank managers and technology providers in promoting their service quality and customer use of VTM services.

Details

Title
Evaluating the Impact of E-Service Quality on Customer Intention to Use Video Teller Machine Services
Author
Nguyen, Hoang Viet 1   VIAFID ORCID Logo  ; Tuan Duong Vu 2   VIAFID ORCID Logo  ; Bach, Khoa Nguyen 3 ; Thi My Nguyet Nguyen 2 ; Do, Binh 4   VIAFID ORCID Logo  ; Nguyen, Ninh 5 

1  Board of Rectors, Thuongmai University, Hanoi 100000, Vietnam 
2  Department of Strategic Management, Faculty of Business Administration, Thuongmai University, Hanoi 100000, Vietnam 
3  Business Sustainability Research Group, Thuongmai University, Hanoi 100000, Vietnam 
4  Centre of Science and Technology Research and Development, Thuongmai University, Hanoi 100000, Vietnam 
5  Centre of Science and Technology Research and Development, Thuongmai University, Hanoi 100000, Vietnam; Asia Pacific College of Business and Law, Charles Darwin University, Darwin City, NT 0800, Australia 
First page
167
Publication year
2022
Publication date
2022
Publisher
Elsevier Limited
e-ISSN
21998531
Source type
Scholarly Journal
Language of publication
English
DOI
https://doi.org/10.3390/joitmc8030167
ProQuest document ID
2716553327
Copyright
© 2022 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.