標題: Measuring customer satisfaction of Internet banking in Taiwan: scale development and validation
作者: Chen, Rai-Fu
Hsiao, Ju-Ling
Hwang, Hsin-Ginn
資訊管理與財務金融系 註:原資管所+財金所
Department of Information Management and Finance
關鍵字: scale development and validation;customer satisfaction;Internet banking;Internet safety
公開日期: 2012
摘要: Internet banking is one of the most important e-services in electronic commerce; however, the lack of standardised instrument for evaluating its satisfaction may inhibit the further development of Internet banking. This study aims to develop and validate a standardised measurement regarding customer satisfaction with Internet banking (IBCS). The development process included examinations of user satisfaction literature, expert panels, and pilot studies. Web survey was used for data collection, with subjects of Internet banking customers. The result was a parsimonious 18-item instrument with six subscales (content, accuracy, format, ease of use, timeliness, and safety) tapping into dimensions of IBCS. Further, this study not only affirms that all items in prior user satisfaction studies are still valid in the context of Internet banking, but also reveals that safety issues need to be addressed by banks to improve user satisfaction of Internet banking. Because of this rigorous and systematic study, researchers can use this valid measurement as a standardised instrument for measuring customer satisfaction of Internet banking.
URI: http://hdl.handle.net/11536/17010
http://dx.doi.org/10.1080/14783363.2012.704284
ISSN: 1478-3363
DOI: 10.1080/14783363.2012.704284
期刊: TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
Volume: 23
Issue: 7-8
起始頁: 749
結束頁: 767
顯示於類別:期刊論文


文件中的檔案:

  1. 000307931400002.pdf