Advanced Search
MyIDEAS: Login

Flow in eBank Satisfaction Measure

Contents:

Author Info

Abstract

We know from the literature and from experience that consumers combine utilitarian perceptions, emotions, non-logic and symbolic features to produce attitudes, affective states and ultimately, behaviour. This reasoning is valid for the Internet as well. In this work we take a hybrid approach, using several models (Technology Acceptance Model, Flow Model and Personalization Concepts) from the fields of Marketing, Psychology and Information Systems, in order to give a wider description of the eBank consumer behaviour. Flow is proposed as a possible metric of the consumer experience online, and the estimated model shows that this construct is a major determinant of satisfaction (measured as a cognitive state), positive affects and exploratory behaviour (measured as research behaviour regarding unplanned information and unplanned contracts), even in a goal-directed activity like banking. The adaptive personalization has shown to be a relevant determinant of the flow state. A specific scale has been developed and applied to an online survey at a major Portuguese online bank. Seven hundred and fifty-four valid observations have been collected and the estimated structural equation model affords an integrated perspective of perceptions and provides relevant information for cluster procedures.

Download Info

If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
File URL: http://www3.uva.es/empresa/uploads/dt_06_04.pdf
Our checks indicate that this address may not be valid because: 404 Not Found. If this is indeed the case, please notify (Fortuna-Lindo, Jose M.)
Download Restriction: no

Bibliographic Info

Paper provided by Interuniversity Research Master and Doctorate Program (with a quality mention of ANECA) on "Business Economics", Universities of Valladolid, Burgos, Salamanca and León (Spain). Until 2008, Interuniversity Doctorate Program (with a quality mention of ANECA) “New trends in Business Administration”, Universities of Valladolid, Burgos, and Salamanca (Spain). Master en Investigación y Programa de Doctorado Interuniversitarios (con mención de calidad de la ANECA) en "Economía de la Empresa", Universidades de Valladolid, Burgos, Salamanca y León (España). Hasta 2008, Programa de Doctorado Interuniversitario (con mención de calidad de la ANECA) “Nuevas Tendencias en Dirección de Empresas”, Universidades de Valladolid, Burgos y Salamanca (España). in its series Working Papers "New Trends on Business Administration". Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas". with number 2004-06.

as in new window
Length: 11 pages
Date of creation: Jun 2004
Date of revision:
Handle: RePEc:ntd:wpaper:2004-06

Contact details of provider:
Postal: Avda. Valle Esgueva, 6, 47011 Valladolid
Phone: +34 983 420000 ext. 4392
Fax: +34 983 423899
Email:
Web page: http://www3.uva.es/empresa/
More information through EDIRC

Order Information:
Postal: Av. Valle de Esgueva, 6. E-47011-Valladolid (Spain)
Email:

Related research

Keywords: eBank private consumer behaviour; flow state; perceived quality; emotions.;

References

No references listed on IDEAS
You can help add them by filling out this form.

Citations

Lists

This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

Statistics

Access and download statistics

Corrections

When requesting a correction, please mention this item's handle: RePEc:ntd:wpaper:2004-06. See general information about how to correct material in RePEc.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Fortuna-Lindo, Jose M.).

If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

If references are entirely missing, you can add them using this form.

If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

Please note that corrections may take a couple of weeks to filter through the various RePEc services.