Title: The impact of self-service technology on user satisfaction: a study of mobile banking apps

Authors: Chunhua Jin; Qiqi Wang; Na Zhang

Addresses: School of Economics and Management, Beijing Information Science and Technology University, No. 12 East Qinghexiaoying Road, Haidian District, Beijing, 100192, China ' School of Economics and Management, Beijing Information Science and Technology University, No. 12 East Qinghexiaoying Road, Haidian District, Beijing, 100192, China ' School of Economics and Management, Beijing Information Science and Technology University, No. 12 East Qinghexiaoying Road, Haidian District, Beijing, 100192, China

Abstract: With the booming development of mobile internet and financial technology, the digital transformation of banks has been pushed forward to depth, and self-service technology (SST) has been popularised on a large scale. Researchers and practitioners are increasingly concerned about whether and how the service quality of self-service technologies improves user satisfaction. The causal chain of 'service quality-perceived value-user satisfaction', which is derived from the China user satisfaction index model, was used to investigate the influence mechanism and boundary of SST service quality on user satisfaction. By analysing 378 mobile banking app users through structural equation modelling, the results suggest that there was a partially mediating effect of perceived value on the relationship between SST service quality and user satisfaction and that bank image has a significant moderating role in the effect of SST service quality on perceived value. Our findings provide new perspectives and evidence for the study of the mechanism of the action of SST service quality in banks.

Keywords: self-service technology; SST; service quality; perceived value; user satisfaction; bank image.

DOI: 10.1504/IJIMS.2025.144345

International Journal of Internet Manufacturing and Services, 2025 Vol.11 No.1, pp.23 - 35

Received: 22 Nov 2023
Accepted: 30 Dec 2023
Published online: 10 Feb 2025 *