dc.contributor.author |
Liébana-Cabanillas, FranciscoF. J.
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dc.contributor.author |
Muñoz Leiva, Francisco
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dc.contributor.author |
Rejón Guardia, Francisco
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dc.date.accessioned |
2018-10-26T17:33:32Z |
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dc.identifier.uri |
http://hdl.handle.net/11201/148307 |
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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. |
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dc.format |
application/pdf |
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dc.relation.isformatof |
Versió postprint del document publicat a: https://doi.org/10.1108/02635571311324188 |
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dc.relation.ispartof |
Industrial Management & Data Systems, 2013, vol. 113, num. 5, p. 8-8 |
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dc.subject.classification |
336 - Finances. Banca. Moneda. Borsa |
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dc.subject.classification |
33 - Economia |
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dc.subject.other |
336 - Finance. Public finance. Banking. Money |
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dc.subject.other |
33 - Economics. Economic science |
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dc.title |
The determinants of satisfaction with e-banking. |
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dc.type |
info:eu-repo/semantics/article |
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dc.type |
info:eu-repo/semantics/acceptedVersion |
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dc.date.updated |
2018-10-26T17:33:32Z |
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dc.date.embargoEndDate |
info:eu-repo/date/embargoEnd/2075-01-01 |
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dc.embargo |
2075-01-01 |
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dc.subject.keywords |
electronic banking |
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dc.subject.keywords |
Satisfaction |
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dc.rights.accessRights |
info:eu-repo/semantics/embargoedAccess |
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dc.identifier.doi |
https://doi.org/10.1108/02635571311324188 |
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