Measuring customer satisfaction with internet banking: an exploratory study

  • Authors:

  • Hsin-Ginn Hwang;Rai-Fu Chen;Jia-Min Lee

  • Affiliations:

  • Department of Information Management, National Chung Cheng University, No. 168, University Road, Min-Hsiung, Chia-yi 621, Taiwan.;Department of Information Management, National Chung Cheng University, No. 168, University Road, Min-Hsiung, Chia-yi 621, Taiwan.;Department of Information Management, National Chung Cheng University, No. 168, University Road, Min-Hsiung, Chia-yi 621, Taiwan

  • Venue:
  • International Journal of Electronic Finance
  • Year:
  • 2007

Quantified Score

Hi-index 0.00

Visualization

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.