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Online banking services: a meta-analytic review and assessment of the impact of antecedents and consequents on satisfaction

Fernando Oliveira Santini (), Wagner Junior Ladeira (), Claudio Hoffmann Sampaio () and Marcelo Gattermann Perin ()
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Fernando Oliveira Santini: University of the Vale do Rio dos Sinos
Wagner Junior Ladeira: University of the Vale do Rio dos Sinos
Claudio Hoffmann Sampaio: Pontifical Catholic University of Rio Grande do Sul
Marcelo Gattermann Perin: Pontifical Catholic University of Rio Grande do Sul

Journal of Financial Services Marketing, 2018, vol. 23, issue 3, 168-178

Abstract: Abstract This paper provides a meta-analysis of the generalizations in the relationships between the antecedents and consequents of satisfaction with online banking services. In total, 118 observations were analysed, with a sample of 49,607 respondents in 39 published articles from studies indexed in ten databases (Jstor, Emerald, PsycINFO, Taylor & Francis, Elsevier Science Direct, Scopus, ProQuest, SciELO, Google Scholar and EBSCO). Specifically, for the data analysis, we used the correlation coefficient r (plus χ2, f test, t test, z test and β values). The results showed that constructs related to uncertainty, as evoked by online devices, system performance, quality of device content and online banking device structures, are significant and positive antecedents of consumer satisfaction. We also found that satisfaction with online banking services promotes trust and loyalty. Finally, we also detected that the relationship between reliability, satisfaction and service quality is stronger among Western banking consumers.

Keywords: Satisfaction; Online services; Bank; Meta-analysis (search for similar items in EconPapers)
Date: 2018
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DOI: 10.1057/s41264-018-0059-4

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