1. Measuring customer satisfaction with internet banking: an exploratory study
- Author
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Hsin-Ginn Hwang, Rai-Fu Chen, and Jia-Min Lee
- Subjects
Response rate (survey) ,Computer Networks and Communications ,business.industry ,Exploratory research ,Context (language use) ,Electronic finance ,Exploratory factor analysis ,Computer Science Applications ,Management of Technology and Innovation ,The Internet ,Customer satisfaction ,Marketing ,business ,Web survey ,Finance - Abstract
The purpose of this study is to develop a measurement instrument for customer satisfaction with internet banking (IBCS). A web survey was used with the subjects being internet banking users of Taiwanese banks. A total of 226 valid questionnaires were obtained with an 85% response rate. For the development of a standardised instrument, an exploratory factor analysis was used. The study demonstrates that all the items in the Doll and Torkzadeh instrument for end-user computing satisfaction measures are still valid in the context of internet banking, and that IBCS depends heavily on security and trust considerations on the internet.
- Published
- 2007
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