The role of usability and satisfaction in the consumer's commitment to a financial services website

Authors:
L. Casalo;C. Flavian;M. Guinaliu
Affiliations:
Department of Business Economy and Management, University of Zaragoza, Gran Via 2, 50.005, Zaragoza, Spain.;Department of Business Economy and Management, University of Zaragoza, Gran Via 2, 50.005, Zaragoza, Spain.;Department of Business Economy and Management, University of Zaragoza, Gran Via 2, 50.005, Zaragoza, Spain
Venue:
International Journal of Electronic Finance
Year:
2008

Citing 13
Cited 8

Reducing buyer search costs: implications for electronic marketplaces

Management Science - Special issue: Frontier research on information systems and economics
Usability Engineering

Usability Engineering
Developing and validating an instrument for measuring user-perceived web quality

Information and Management
On-line trust: concepts, evolving themes, a model

International Journal of Human-Computer Studies - Special issue: Trust and technology
Development and validation of an instrument to measure user perceived service quality of information presenting web portals

Information and Management
The role played by perceived usability, satisfaction and consumer trust on website loyalty

Information and Management
A classification of internet retail stores

International Journal of Electronic Commerce
Open Source Software User Communities: A Study of Participation in Linux User Groups

Management Science
Price competition in e-tailing under service and recognition differentiation

Electronic Commerce Research and Applications
The state-of-the-art of mobile payment architecture and emerging issues

International Journal of Electronic Finance
Mobile banking in Germany: a strategic perspective

International Journal of Electronic Finance
Measuring customer satisfaction with internet banking: an exploratory study

International Journal of Electronic Finance
Measuring mobile banking customers' channel attribute preferences in service consumption

International Journal of Mobile Communications

Determinants of customer acceptance of mobile payment systems

International Journal of Electronic Finance
Determinants of SMEs' perceptions of electronic banking in Pakistan

International Journal of Electronic Finance
Internet banking services and fees: the case of Greece

International Journal of Electronic Finance
Impact of demographics on online buying behaviour towards different products

International Journal of Electronic Finance
The cross section of online accounting disclosure: the case of Cyprus

International Journal of Electronic Finance
A SOA-based framework for e-procurement in multi-organisations

International Journal of Electronic Finance
Influence of internet on online buyer involvement towards buying different products and services

International Journal of Electronic Finance
Let developers run into the app store by lowering the barrier-to-entry

International Journal of Electronic Finance

Quantified Score

Hi-index	0.00

Visualization

Abstract

In this paper, we have analysed the antecedents of affective commitment to a website, due to the fact that commitment is a key factor in order to maintain a long-term relationship between the consumer and the business in the online context. In terms of affective commitment, we have found a positive, direct and significant relationship between website perceived usability and consumer's affective commitment. So, higher levels of website usability might lead to higher levels of consumer's affective commitment to the website. In addition, in this research we have also noticed a direct, positive and significant relationship between satisfaction in previous interactions and the consumer's commitment to a financial services website.