Exploring the Effect of Online Banking Service Quality on Users´ Continuance Usage

Author

Zhou, Tao ; Zhang, Shuren ; Ji, Baiyang

Author_Institution

Sch. of Manage., Hangzhou Dianzi Univ., Hangzhou, China

fYear

2010

fDate

22-23 May 2010

Firstpage

1

Lastpage

4

Abstract

Users always expect to acquire high quality services from online banking. Previous studies have found that website system quality is a main factor determining online users´ initial adoption and usage. For their continuance usage, service quality may be a main determinant. This research proposes that online banking service quality, reputation and security influence users´ continuance usage through trust and satisfaction. Service quality as a second-order factor includes five dimensions: tangibles, reliability, assurance, responsiveness and empathy. Data were collected and analyzed with LISREL8.72. The results show that service quality has significant effects on trust and satisfaction, further determining users´ continuance usage of online banking.

Keywords

Internet; Web sites; banking; consumer behaviour; quality of service; LISREL8.72; Web site system quality; continuance usage; online banking service; service quality; Banking; Data security; Delay; Engineering management; Information security; Internet; Investments; Quality management; Systems engineering and theory; Testing;

fLanguage

English

Publisher

ieee

Conference_Titel

e-Business and Information System Security (EBISS), 2010 2nd International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-5893-6

Electronic_ISBN

978-1-4244-5895-0

Type

conf

DOI

10.1109/EBISS.2010.5473471

Filename

5473471