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Measuring customer satisfaction with internet banking: an exploratory study

Listed author(s):
  • Hsin-Ginn Hwang
  • Rai-Fu Chen
  • Jia-Min Lee
Registered author(s):

    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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    Article provided by Inderscience Enterprises Ltd in its journal Int. J. of Electronic Finance.

    Volume (Year): 1 (2007)
    Issue (Month): 3 ()
    Pages: 321-335

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    Handle: RePEc:ids:ijelfi:v:1:y:2007:i:3:p:321-335
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