The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia

Purpose – The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction. Design/methodology/approach – This paper analyses the causal relationship that exists between technology CSFs and customer satisfaction....

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Main Authors:	Jan, Muhammad Tahir, Abdullah, Kalthom
Format:	Article
Language:	English English
Published:	Emerald Group Publishing Limited 2014
Subjects:	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
Online Access:	http://irep.iium.edu.my/37328/ http://irep.iium.edu.my/37328/ http://irep.iium.edu.my/37328/ http://irep.iium.edu.my/37328/1/Technology_CSFs_-_IJBM_2014.pdf http://irep.iium.edu.my/37328/4/37328_mpact%20of%20technology%20csfs_scopus.pdf

id	iium-37328
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spelling	iium-373282017-09-19T07:04:31Z http://irep.iium.edu.my/37328/ The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia Jan, Muhammad Tahir Abdullah, Kalthom HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products Purpose – The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction. Design/methodology/approach – This paper analyses the causal relationship that exists between technology CSFs and customer satisfaction. It also investigates the mediating role of trust between these two. For this purpose data were collected quantitatively from 349 employees working in different banks, through self-administered questionnaire. The data analysis was conducted using SPSS and AMOS software. Factor analysis was performed to extract and decide on the number of factors underlying the measured variables of interest. Structural equation modelling was then used to examine the variables and the fitness of proposed model. Findings – The result revealed that technology CSFs positively affect customer satisfaction. Also, trust partially mediates the relationship between technology CSFs and customer satisfaction. A significant positive impact of technology CSFs on trust, and trust on customer satisfaction have also been obtained. Practical implications – The significant influence that technology CSFs have on customer satisfaction and trust shows that technology-related CSFs are inevitable for the success of customer relationship management (CRM) in financial services industry, particularly banks. Policy makers of service industry in general and financial service industry in particular may benefit from the findings of this study. Originality/value – Despite the plethora of research on CSFs for CRM, very limited attention has been given to testing and validating the identified CSFs. Negligible research has been conducted to investigate trust as a mediating variable in the relationship between technology CSFs and customer satisfaction. This paper, therefore, offers valuable insight into technology-related CSFs and trust with their impact on customer satisfaction. Emerald Group Publishing Limited 2014 Article PeerReviewed application/pdf en http://irep.iium.edu.my/37328/1/Technology_CSFs_-_IJBM_2014.pdf application/pdf en http://irep.iium.edu.my/37328/4/37328_mpact%20of%20technology%20csfs_scopus.pdf Jan, Muhammad Tahir and Abdullah, Kalthom (2014) The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia. International Journal of Bank Marketing, 32 (5). pp. 429-447. ISSN 0265-2323 http://www.emeraldinsight.com/journals.htm?articleid=17113853 10.1108/IJBM-11-2013-0139
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
spellingShingle	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products Jan, Muhammad Tahir Abdullah, Kalthom The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia
description	Purpose – The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction. Design/methodology/approach – This paper analyses the causal relationship that exists between technology CSFs and customer satisfaction. It also investigates the mediating role of trust between these two. For this purpose data were collected quantitatively from 349 employees working in different banks, through self-administered questionnaire. The data analysis was conducted using SPSS and AMOS software. Factor analysis was performed to extract and decide on the number of factors underlying the measured variables of interest. Structural equation modelling was then used to examine the variables and the fitness of proposed model. Findings – The result revealed that technology CSFs positively affect customer satisfaction. Also, trust partially mediates the relationship between technology CSFs and customer satisfaction. A significant positive impact of technology CSFs on trust, and trust on customer satisfaction have also been obtained. Practical implications – The significant influence that technology CSFs have on customer satisfaction and trust shows that technology-related CSFs are inevitable for the success of customer relationship management (CRM) in financial services industry, particularly banks. Policy makers of service industry in general and financial service industry in particular may benefit from the findings of this study. Originality/value – Despite the plethora of research on CSFs for CRM, very limited attention has been given to testing and validating the identified CSFs. Negligible research has been conducted to investigate trust as a mediating variable in the relationship between technology CSFs and customer satisfaction. This paper, therefore, offers valuable insight into technology-related CSFs and trust with their impact on customer satisfaction.
format	Article
author	Jan, Muhammad Tahir Abdullah, Kalthom
author_facet	Jan, Muhammad Tahir Abdullah, Kalthom
author_sort	Jan, Muhammad Tahir
title	The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia
title_short	The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia
title_full	The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia
title_fullStr	The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia
title_full_unstemmed	The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia
title_sort	impact of technology csfs on customer satisfaction and the role of trust: an empirical study of the banks in malaysia
publisher	Emerald Group Publishing Limited
publishDate	2014
url	http://irep.iium.edu.my/37328/ http://irep.iium.edu.my/37328/ http://irep.iium.edu.my/37328/ http://irep.iium.edu.my/37328/1/Technology_CSFs_-_IJBM_2014.pdf http://irep.iium.edu.my/37328/4/37328_mpact%20of%20technology%20csfs_scopus.pdf
first_indexed	2023-09-18T20:53:34Z
last_indexed	2023-09-18T20:53:34Z
_version_	1777410154471358464

The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia

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