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Measuring customer satisfaction with internet banking: an exploratory study


  • Hsin-Ginn Hwang
  • Rai-Fu Chen
  • Jia-Min Lee


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.

Suggested Citation

  • Hsin-Ginn Hwang & Rai-Fu Chen & Jia-Min Lee, 2007. "Measuring customer satisfaction with internet banking: an exploratory study," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 1(3), pages 321-335.
  • Handle: RePEc:ids:ijelfi:v:1:y:2007:i:3:p:321-335

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