Analysis the factors affecting consumers to use internet banking services

Author

Wenying, Wu ; Quan, Sun

Author_Institution

Bus. Dept., Suzhou Vocational Univ., Suzhou, China

fYear

2010

fDate

16-18 April 2010

Firstpage

180

Lastpage

184

Abstract

This study applying E-S-QUAL scale to analysis the factors affecting consumers to use internet banking services. Four factors were identified: e-service quality, e-customer satisfaction, perceived value and e-loyalty. Structural equation modelling (SEM) was computed to determine the relationships among these factors. The main results are as follows: there is 1) a positive relationship between e-service quality and e-customer satisfaction; 2) a positive relationship between e-service quality and e-loyalty; 3) a positive relationship between e-service quality and perceived value; 4) a positive relationship between e-service quality and e-customer satisfaction; The findings aim to enhance service quality and performance in internet banking services.

Keywords

Internet; banking; customer satisfaction; marketing; statistical analysis; E-S-QUAL scale; Internet banking service; e-customer satisfaction; e-loyalty; e-service quality; perceived value; structural equation modelling; Banking; Business; Customer satisfaction; Electronic mail; Equations; Instruments; Numerical analysis; Portfolios; Sun; Web and internet services; E-S-QUAL; e-customer satisfaction; e-loyalty; e-service quality; perceived value;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Management and Engineering (ICIME), 2010 The 2nd IEEE International Conference on

Conference_Location

Chengdu

Print_ISBN

978-1-4244-5263-7

Electronic_ISBN

978-1-4244-5265-1

Type

conf

DOI

10.1109/ICIME.2010.5477778

Filename

5477778