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The determinants of satisfaction with e-banking.

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dc.contributor.author Liébana-Cabanillas, FranciscoF. J.
dc.contributor.author Muñoz Leiva, Francisco
dc.contributor.author Rejón Guardia, Francisco
dc.date.accessioned 2018-10-26T17:33:32Z
dc.identifier.uri http://hdl.handle.net/11201/148307
dc.description.abstract Purpose The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience with a specific institution's products. Design/methodology/approach A comprehensive review of the scientific literature has justified the development of a behavioural model that explains satisfaction using a set of constructs or endogenous variables. Data was collected from a self‐administered web survey in the authenticated section of the electronic banking service of a prestigious financial institution. Findings The analysis tests the relationship between the proposed variables (accessibility, trust, ease of use and usefulness) and satisfaction with electronic banking. Research limitations/implications The study was limited to the data of a single financial institution. Caution should therefore be exercised in generalising the results. The research results provide a number of valuable conclusions for financial institutions. Originality/value This paper is a pioneer study of satisfaction with electronic banking, especially of the relationships between satisfaction and its main determinants.
dc.format application/pdf
dc.relation.isformatof Versió postprint del document publicat a: https://doi.org/10.1108/02635571311324188
dc.relation.ispartof Industrial Management & Data Systems, 2013, vol. 113, num. 5, p. 8-8
dc.subject.classification 336 - Finances. Banca. Moneda. Borsa
dc.subject.classification 33 - Economia
dc.subject.other 336 - Finance. Public finance. Banking. Money
dc.subject.other 33 - Economics. Economic science
dc.title The determinants of satisfaction with e-banking.
dc.type info:eu-repo/semantics/article
dc.type info:eu-repo/semantics/acceptedVersion
dc.date.updated 2018-10-26T17:33:32Z
dc.date.embargoEndDate info:eu-repo/date/embargoEnd/2075-01-01
dc.embargo 2075-01-01
dc.subject.keywords electronic banking
dc.subject.keywords Satisfaction
dc.rights.accessRights info:eu-repo/semantics/embargoedAccess
dc.identifier.doi https://doi.org/10.1108/02635571311324188


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