Abstract

The study was conducted to identify and measure the impact of information technology-based services on the continuance intention self-service technology at Vietnamese commercial banks. Simultaneously to study the moderation of perceived value on the impact of satisfaction on the continuance intention. The survey subjects were customers aged 18 and over who are using self-service banking at Vietnamese commercial banks, with 556 official primary data samples. The study employed the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach using SmartPLS to estimate both the measurement and structural models. To assess the significance of the estimated relationships, a bootstrapping procedure with 5,000 resamples was conducted. In the context of the commercial banks in Vietnam, the results of the study show that IT-based services positively affect reliability (β = 0.149), responsiveness (β = 0.113), security (β = 0.133), functionality (β = 0.203), satisfaction (β = 0.127). In addition, reliability has significantly positive impact on satisfaction (β = 0.210), responsiveness has significantly positive impact on satisfaction (β = 0.264), security has significantly positive impact on satisfaction (β = 0.238,), functionality has significantly positive impact on satisfaction (β = 0.130). Satisfaction has significantly positive impact on continuance intention (β = 0.624). Finally, perceived value plays a moderating role in the effect of satisfaction on continuance intention. In addition to hypothesis testing, the explanatory power of the model was evaluated using the coefficient of determination (R²). Furthermore, the effect size (f²) was calculated to assess the relative impact of each exogenous construct on endogenous variables. To evaluate the model’s predictive relevance, the Q² value was obtained using the blindfolding procedure. Overall, the combination of bootstrapping, R², f², and Q² provides a comprehensive assessment of the model in terms of statistical significance, explanatory power, effect magnitude, and predictive accuracy.

Keywords

Information Technology-Based Services, Service Quality, Satisfaction, Continuance Intention,

Metrics

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References

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