Technology acceptance model and customer engagement: mediating role of customer satisfaction

Title

Technology acceptance model and customer engagement: mediating role of customer satisfaction

Creator

Kumar R.P.; Banerjee A.; Al-Salti Z.; Ananda S.

Description

The primary aim of this study is to examine the influence of the technological acceptance model on customer engagement. An additional aim of this study is to examine the mediating effect of customer satisfaction in the relationship between the technology acceptance model and customer engagement. The present study gathered primary data from users of retail banking services in specific metropolitan areas in India. The participants were chosen based on their considerable expertise in utilizing online, digital, and mobile banking platforms and their substantial knowledge of implementing advanced e-banking strategies. The application of confirmatory factor analysis investigated measurement validity. The studys findings indicate a significant correlation between emotional and rationalengagement, mediated via perceived usefulness. Additionally, the study revealed that the relationship between perceived usefulness and emotional engagementis mediated by customer satisfaction. Furthermore, it can be observed that this factor entirely mediates the relationship between transaction cost and emotional engagement. The studys findings suggest that customer satisfaction is a complete mediator in the association between transaction cost and rational engagement. The results of this study make a valuable contribution to the current body of literature on the technological acceptance model, customer satisfaction, and customer engagement. The Author(s), under exclusive licence to Springer Nature Limited 2023.

Source

Journal of Financial Services Marketing, Vol-29, No. 3, pp. 1062-1076.

Date

2024-01-01

Publisher

Palgrave Macmillan

Subject

Customer engagement; Customer satisfaction; Ease of use; Perceived usefulness; Technology acceptance model

Coverage

Kumar R.P., School of Business and Management, CHRIST (Deemed to be University), Bangalore, India; Banerjee A., Global MBA and Master of Global Business, SP Jain School of Global Management, Dubai, United Arab Emirates; Al-Salti Z., College of Banking and Financial Studies, Muscat, Oman; Ananda S., Postgraduate Studies, Research and Innovation Department, College of Banking and Financial Studies, Muscat, Oman

Rights

Restricted Access

Relation

ISSN: 13630539

Format

Online

Language

English

Type

Article

Identifier

https://doi.org/10.1057/s41264-023-00256-2

https://www.scopus.com/inward/record.uri?eid=2-s2.0-85174608332&doi=10.1057%2fs41264-023-00256-2&partnerID=40&md5=7120c65101cd22fa9777df03946fa2eb