Mobile banking service quality and customer value co-creation intention: a moderated mediated model
International Journal of Bank Marketing
ISSN: 0265-2323
Article publication date: 8 July 2022
Issue publication date: 17 November 2022
Abstract
Purpose
The 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/approach
A 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.
Findings
The 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 implications
This 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/value
This 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.
Keywords
Citation
Hijazi, R. (2022), "Mobile banking service quality and customer value co-creation intention: a moderated mediated model", International Journal of Bank Marketing, Vol. 40 No. 7, pp. 1501-1525. https://doi.org/10.1108/IJBM-01-2022-0004
Publisher
:Emerald Publishing Limited
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