Abstract

Offering users high e-banking satisfaction can help banks retain their customers and business successes in the competitive era of banking 5.0. This research aims to explore significant factors influencing e-banking satisfaction by examining how convenience, price fairness, and perceived risk influence perceived value which further influences customer satisfaction in the e-banking service context. Meanwhile, technological competency was also tested as a moderator between perceived value and satisfaction. 550 Cambodian e-banking users were invited to join the survey processes via self-administered questionnaires. The results were analyzed using a path analysis technique. Results indicated that price fairness, convenience, and perceived risk influenced perceived e-banking value. Furthermore, perceived e-banking value influenced e-banking satisfaction. Finally, technological competency played a significant role in moderating the relationship between perceived e-banking value and satisfaction.