6533b7dbfe1ef96bd126feb3
RESEARCH PRODUCT
Antecedents of online banking satisfaction and loyalty: empirical evidence from Finland
Lasse JarvenpaaVille KauppiKarjaluoto Heikkisubject
Service qualityComputer Networks and Communicationsbusiness.industrymedia_common.quotation_subjectUsabilityComputer Science ApplicationsTest (assessment)Empirical researchManagement of Technology and InnovationLoyaltyConceptual modelMarketingEmpirical evidencePsychologybusinessFinanceReliability (statistics)media_commondescription
This study endeavours to contribute to a better understanding of Service Quality (SQ) in online banking by examining the various dimensions related to creating a satisfactory online banking experience. The authors develop a conceptual model and test it with a convenience sample of 183 online banking users. The empirical test of the model finds strong support for the links between perceived security and Perceived Usefulness (PU) and Perceived Ease Of Use (PEOU), reliability and PU and PEOU, between PEOU and satisfaction and finally between satisfaction and loyalty. The study finally provides both theoretical and practical contributions, outlines the main limitations of the study and gives ideas for further work in this area.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2009-01-01 | International Journal of Electronic Finance |