Impact of website characteristics on relationship quality: a comparison of banks financial cooperatives

Isabelle Brun (), Lova Rajaobelina, Line Ricard and Annick Fortin
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Isabelle Brun: Université de Moncton
Lova Rajaobelina: Université du Québec à Montréal
Line Ricard: Université du Québec à Montréal
Annick Fortin: Université de Moncton

Journal of Financial Services Marketing, 2017, vol. 22, issue 4, No 2, 149 pages

Abstract: Abstract This study seeks to investigate differences exhibited by bank customers and members of financial cooperatives respecting website characteristics (website design, convenience, information quality, ease of use and security/confidentiality) and their impact on online relationship quality (composed of trust, commitment and satisfaction). An online survey was conducted with 476 banking sector customers (banks and financial cooperatives), followed by a confirmatory factors analysis and multigroup analysis using EQS 6.2 software. Results evidence a significant difference in terms of website design and security/confidentiality. The impact of these variables on relationship quality proves significantly higher in the case of banks. This study submits that web strategies used by banks and financial cooperatives to develop online relationship quality may vary based on the type of organization.

Keywords: Online relationship quality; Banks; Financial cooperatives; Website characteristics (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (4)

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DOI: 10.1057/s41264-017-0036-3

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