Managing customer retention in the UK online banking sector

Authors:
Liu Liu;Panos Louvieris
Affiliations:
School of Management, University of Surrey, Guildford, GU2 7XH, Surrey, UK.;School of Management, University of Surrey, Guildford, GU2 7XH, Surrey, UK
Venue:
International Journal of Information Technology and Management
Year:
2006

Citing 14
Cited 0

User acceptance of computer technology: a comparison of two theoretical models

Management Science
Microcomputer playfulness: development of a measure with workplace implications

MIS Quarterly
Personal computing acceptance factors in small firms: a structural equation model

MIS Quarterly
Gender differences in the perception and use of E-mail: an extension to the technology acceptance model

MIS Quarterly
Why don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior

MIS Quarterly
Extending the TAM for a World-Wide-Web context

Information and Management
Developing and Validating Trust Measures for e-Commerce: An Integrative Typology

Information Systems Research
How to retain online customers

Communications of the ACM - Wireless sensor networks
Initial trust and the adoption of B2C e-commerce: The case of internet banking

ACM SIGMIS Database
Psychological antecedents of institution-based consumer trust in e-retailing

Information and Management
A motivational model of microcomputer usage

Journal of Management Information Systems
Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model

International Journal of Electronic Commerce
What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology

International Journal of Electronic Commerce
Understanding information systems continuance: an expectation-confirmation model

MIS Quarterly

Quantified Score

Hi-index	0.00

Visualization

Abstract

The aim of the research is to investigate the factors that affect customers' continued usage of UK online banking services. From the Technology Acceptance Model (TAM), perceived usefulness and perceived ease of use have been shown to be important factors in determining the acceptance of various internet technologies. However, this model does not fully explain the customers repeat usage behaviour towards internet banking services. This study augments the original TAM by adding two variables, trust and commitment, as well as adapting the model to cover customer retention for online banking. Based on a survey of 196 UK student users, the results strongly support an adapted TAM for online banking in predicting customers' continued usage. Moreover, sustainable repeat usage is a form of habitual behaviour which requires minimal cognitive effort to drive the action tendency towards continued usage; hence, a conative oriented form of TAM is employed.