Application of ISS Model for individual customer satisfaction: A study of Internet Banking and Mobile Banking services in Ho Chi Minh City, Vietnam

Abstract

This paper aims to compare determinants affecting individual customer satisfaction between Internet Banking and Mobile Banking services in Ho Chi Minh City. We developed the research model based on the Information System Success Model (ISS) of DeLone and McLean (2003). The official sample size is 415 for Mobile Banking and 409 for Internet Banking. We applied the Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equation Modeling (SEM) to discover that factors impacting customer satisfaction are organized from high to low following trust, service quality, system quality for Internet Banking, and system quality, information quality, trust, service quality for Mobile Banking. Finally, we also gave some recommendations for commercial banks to increase customer satisfaction with Internet Banking and Mobile Banking services.

Keywords

• customer satisfaction
• internet banking
• iss model
• mobile banking