IDEAS home Printed from https://ideas.repec.org/a/pal/jofsma/v30y2025i2d10.1057_s41264-025-00307-w.html
   My bibliography  Save this article

From service attributes to e-banking value development influencing e-banking user feedback: a moderating effect of technological competency

Author

Listed:
  • Neeranat Kaewprasert Rakangthong

    (Walailak University)

  • Long Kim

    (Walailak University)

  • Jintanee Ru-Zhue

    (Walailak University)

  • Somjai Nupueng

    (Walailak University)

  • Gulmira Issayeva

    (M.Auezov South Kazakhstan University)

Abstract

In an era of banking 5.0, consumer behaviors in electronic banking services have changed noticeably. This situation requires all banks to innovatively evolve and upgrade their e-banking services to meet their users’ needs and expectations, and providing e-banking satisfaction also merits closer attention. This research proposes an integrative framework of e-banking satisfaction which aims to investigate how service attributes (convenience, risk, and price fairness) influence e-banking value development (perceived value) and e-banking user feedback (user satisfaction). Moreover, the research investigates how technological competency moderates an association between e-banking value and user feedback. 650 Thai e-banking users joined this research via survey questionnaires. A path analysis technique was used to analyze the collected data. Results showed that price fairness, risk, and convenience significantly influenced e-banking value. Furthermore, user satisfaction in the e-banking industry was influenced by risk, convenience, and perceived value whereas price fairness was found to have an indirect impact on user satisfaction due to e-banking value acting as a mediator between price fairness and e-banking satisfaction. Finally, technological competency played a significant role in moderating the association between e-banking value development (perceived value) and e-banking user feedback (satisfaction).

Suggested Citation

  • Neeranat Kaewprasert Rakangthong & Long Kim & Jintanee Ru-Zhue & Somjai Nupueng & Gulmira Issayeva, 2025. "From service attributes to e-banking value development influencing e-banking user feedback: a moderating effect of technological competency," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 30(2), pages 1-18, June.
    • Handle: RePEc:pal:jofsma:v:30:y:2025:i:2:d:10.1057_s41264-025-00307-w
    DOI: 10.1057/s41264-025-00307-w
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41264-025-00307-w
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41264-025-00307-w?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:jofsma:v:30:y:2025:i:2:d:10.1057_s41264-025-00307-w. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.