Journal
INDUSTRIAL MANAGEMENT & DATA SYSTEMS
Volume 113, Issue 5, Pages 750-767Publisher
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/02635571311324188
Keywords
Electronic banking; Satisfaction; Determinants; Expectation disconfirmation; Banking; Customer satisfaction
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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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