Measuring customer satisfaction with internet banking: an exploratory study

Hsin Ginn Hwang · Rai Fu Chen · Jia Min Lee

38 citations0/0 files storedInternational Journal of Electronic Finance

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Usability and User Interface Design

Abstract

The purpose of this study is to develop a measurement instrument for customer satisfaction with internet banking (IBCS). A web survey was used with the subjects being internet banking users of Taiwanese banks. A total of 226 valid questionnaires were obtained with an 85% response rate. For the development of a standardised instrument, an exploratory factor analysis was used. The study demonstrates that all the items in the Doll and Torkzadeh instrument for end-user computing satisfaction measures are still valid in the context of internet banking, and that IBCS depends heavily on security and trust considerations on the internet.

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References

1979A Paradigm for Developing Better Measures of Marketing Constructs 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Information Systems Success: The Quest for the Dependent Variable 1974Foundations of Behavioral Research 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response 1982An Investigation into the Determinants of Customer Satisfaction

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