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Determinants of User Satisfaction with Digital Banking Services: An Integrated TAM–ECT Approach

Author

Listed:
  • Nabila Jawadi

    (IPAG Business School)

  • Khodor Shatila

    (IPAG Business School)

Abstract

Le développement des services bancaires digitaux (DBS) a poussé les chercheurs à s'intéresser aux résultats post-adoption, en particulier la satisfaction des utilisateurs. Cette étude examine les principaux déterminants de la satisfaction des utilisateurs des DBS en intégrant le modèle d'acceptation de la technologie (TAM) et la théorie de la confirmation des attentes (ECT). Le modèle conceptuel proposé examine comment les facteurs technologiques, personnels et expérientiels, influencent conjointement la satisfaction. Les données ont été recueillies à partir d'une enquête menée auprès de 354 utilisateurs de DBS en France et seront analysées à l'aide des modèles d'équations structurelles. En proposant un cadre intégratif, cette recherche contribue à une compréhension plus holistique de la satisfaction à l'égard des DBS et fournit des leviers aux institutions bancaires pour améliorer les performances de leurs services digitaux.

Suggested Citation

  • Nabila Jawadi & Khodor Shatila, 2026. "Determinants of User Satisfaction with Digital Banking Services: An Integrated TAM–ECT Approach," Post-Print hal-05794976, HAL.
    • Handle: RePEc:hal:journl:hal-05794976
    Note: View the original document on HAL open archive server: https://hal.science/hal-05794976v1
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