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The determinants of satisfaction with e‐banking

The determinants of satisfaction with e‐banking Purpose – The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience with a specific institution's products. Design/methodology/approach – A comprehensive review of the scientific literature has justified the development of a behavioural model that explains satisfaction using a set of constructs or endogenous variables. Data was collected from a self‐administered web survey in the authenticated section of the electronic banking service of a prestigious financial institution. Findings – The analysis tests the relationship between the proposed variables (accessibility, trust, ease of use and usefulness) and satisfaction with electronic banking. Research limitations/implications – The study was limited to the data of a single financial institution. Caution should therefore be exercised in generalising the results. The research results provide a number of valuable conclusions for financial institutions. Originality/value – This paper is a pioneer study of satisfaction with electronic banking, especially of the relationships between satisfaction and its main determinants. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Industrial Management & Data Systems Emerald Publishing

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References (92)

Publisher
Emerald Publishing
Copyright
Copyright © 2013 Emerald Group Publishing Limited. All rights reserved.
ISSN
0263-5577
DOI
10.1108/02635571311324188
Publisher site
See Article on Publisher Site

Abstract

Purpose – The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience with a specific institution's products. Design/methodology/approach – A comprehensive review of the scientific literature has justified the development of a behavioural model that explains satisfaction using a set of constructs or endogenous variables. Data was collected from a self‐administered web survey in the authenticated section of the electronic banking service of a prestigious financial institution. Findings – The analysis tests the relationship between the proposed variables (accessibility, trust, ease of use and usefulness) and satisfaction with electronic banking. Research limitations/implications – The study was limited to the data of a single financial institution. Caution should therefore be exercised in generalising the results. The research results provide a number of valuable conclusions for financial institutions. Originality/value – This paper is a pioneer study of satisfaction with electronic banking, especially of the relationships between satisfaction and its main determinants.

Journal

Industrial Management & Data SystemsEmerald Publishing

Published: May 17, 2013

Keywords: Electronic banking; Satisfaction; Determinants; Expectation disconfirmation; Banking; Customer satisfaction

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