Measuring customer satisfaction with internet banking: an exploratory study
AbstractThe 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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Bibliographic InfoArticle provided by Inderscience Enterprises Ltd in its journal Int. J. of Electronic Finance.
Volume (Year): 1 (2007)
Issue (Month): 3 ()
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Web page: http://www.inderscience.com/browse/index.php?journalID=171
internet banking; customer satisfaction; security; trust; online banking; e-banking; electronic banking; e-finance; electronic finance; measurement; Taiwan.;
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