Purpose

This study aims to investigate customer experience (CE) and its relationship with intermediate variables to analyze the impact of digital banking (DB) on banks’ financial performance (FP) before Covid-19 and during the lockdown in Vietnam.

Design/methodology/approach

These research data are from a survey of Vietnamese customers. The survey was deployed to a sample of 238 and 218 customers of 20 Vietnamese commercial banks via email in 2018Q4 and 2020Q2, respectively. FP is measured using banks’ quarterly financial statements before Covid-19 and during the lockdown.

Findings

CE with DB had a significant and positive impact on FP via customer satisfaction before Covid-19, while the other two intermediate variables (word-of-mouth [WoM] and trust) had no considerable impact. During the lockdown, only WoM had a positive impact on FP. These findings indicate that before Covid-19, when customers could easily interact with their bank through many touchpoints, customer satisfaction with DB services created higher FP for the bank. However, during the lockdown, DB became the customer’s main touchpoint and WoM mediated the CE–FP relationship.

Originality/value

During the national lockdown from the beginning of the Covid-19 pandemic in January 2020, customers in Vietnam may have had different experiences with DB when no alternate modes of payment were available. The study uses Covid-19 as a moderator variable to offer different viewpoints and findings related to CE with DB and its impact on FP.

中文翻译：

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Covid-19期间数字银行相关客户体验对银行财务业绩的影响：来自越南的观点

目的

本研究旨在调查客户体验 (CE) 及其与中间变量的关系，以分析数字银行 (DB) 在 Covid-19 之前和越南封锁期间对银行财务业绩 (FP) 的影响。

设计/方法/方法

这些研究数据来自对越南客户的调查。该调查分别于 2018 年第四季度和 2020 年第二季度通过电子邮件对 20 家越南商业银行的 238 名和 218 名客户进行了抽样调查。FP 是使用 Covid-19 之前和锁定期间的银行季度财务报表来衡量的。

发现

CE 与 DB 通过 Covid-19 之前的客户满意度对 FP 产生了显着和积极的影响，而其他两个中间变量（口碑 [WoM] 和信任）没有显着影响。在锁定期间，只有 WoM 对 FP 产生了积极影响。这些发现表明，在 Covid-19 之前，当客户可以通过许多接触点轻松与银行进行交互时，客户对 DB 服务的满意度为银行创造了更高的 FP。然而，在锁定期间，DB 成为客户的主要接触点，WoM 调解了 CE-FP 关系。

原创性/价值

在 2020 年 1 月 Covid-19 大流行开始的全国封锁期间，当没有其他支付方式可用时，越南的客户可能对 DB 有不同的体验。该研究使用 Covid-19 作为调节变量，以提供与 CE 与 DB 及其对 FP 的影响相关的不同观点和发现。