The relationship between quality, service value, customer satisfaction and behavioral intentions: A case study in mobile banking in Ho Chi Minh City

Abstract

Based on theoretical models of Cornin et al. (1999, 2000) and Wang et al. (2004), this study attempts to examine whether customer value is an intermediary factor that affects service quality, customer satisfaction and behavioral intentions. The research was conducted on a sample of 194 consumers in Ho Chi Minh City. Scales of the research was developed through Cronbach’s alpha test, exploratory factor analysis (EFA). Path Analysis pointed out that customer value is an intermediary factor in cause and effect relationship between the factors of service quality, customer satisfaction and behavioral intentions. This was due to the fact that improved satisfaction leads to positive behavior (Cornin et al., 1999, 2000). Besides, the research also found that network quality, tangible have a significant impact on customer value and customer satisfaction. It is undeniable that service suppliers should improve those factors in order to satisfy customer.