Measuring customer satisfaction with internet banking: an exploratory study

Hsin-Ginn Hwang, Rai-Fu Chen and Jia-Min Lee

International Journal of Electronic Finance, 2007, vol. 1, issue 3, 321-335

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.

Keywords: internet banking; customer satisfaction; security; trust; online banking; e-banking; electronic banking; e-finance; electronic finance; measurement; Taiwan. (search for similar items in EconPapers)
Date: 2007
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