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A Structural Model for Customer Perceived Value in E-banking Service

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Listed:
  • Long Kim
  • Teerasak Jindabot
  • Sook Fern Yeo
  • Kanyanit Wichianrat

Abstract

The primary goal of this research was to investigate the evolution of customer perceived value in the e-banking service industry through understanding the impacts of service quality dimensions and perceived risk. This study used the convenience sampling technique to survey 700 bank customers in Cambodia. Furthermore, the study used the structural equation model to analyse the data. The results reveal that staff behaviour, physical evidence and IT transaction showed significant effects on perceived risk. Finally, only physical evidence and IT transaction were found to have significant effects on customer perceived value.

Suggested Citation

  • Long Kim & Teerasak Jindabot & Sook Fern Yeo & Kanyanit Wichianrat, 2025. "A Structural Model for Customer Perceived Value in E-banking Service," Vikalpa: The Journal for Decision Makers, , vol. 50(3), pages 270-282, September.
    • Handle: RePEc:sae:vikjou:v:50:y:2025:i:3:p:270-282
    DOI: 10.1177/02560909251348705
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