The measurement of end-user computing satisfaction
MIS Quarterly
Assessing IT usage: the role of prior experience
MIS Quarterly
The content and design of web sites: an empirical study
Information and Management
ICIS '00 Proceedings of the twenty first international conference on Information systems
Internet-based e-banking and consumer attitudes: an empirical study
Information and Management
Using protocol analysis to evaluate the usability of a commercial web site
Information and Management
Key dimensions of business-to-consumer web sites
Information and Management
Developing and validating an instrument for measuring user-perceived web quality
Information and Management
Web Site Usability, Design, and Performance Metrics
Information Systems Research
Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics
Information Systems Research
Adoption of internet banking: an empirical study in Hong Kong
Decision Support Systems
Web Acceptance Model (WAM): Moderating effects of user experience
Information and Management
International Journal of Electronic Commerce
Measuring consumer satisfaction in internet banking: a core framework
Communications of the ACM - The psychology of security: why do good users make bad decisions?
Electronic Commerce Research and Applications
International Journal of Electronic Commerce
User satisfaction from commercial web sites: The effect of design and use
Information and Management
Factors affecting the adoption of Internet Banking in Hong Kong-implications for the banking sector
International Journal of Information Management: The Journal for Information Professionals
Computers in Human Behavior
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This study investigates the antecedents of customer satisfaction with online banking in China, and explores the effects of experience on the relationships between the antecedents and customer satisfaction. Based on prior research, the six antecedents of customer satisfaction - ease of use, design, speed, security, information content and customer support service - are proposed, and the effects of experience on the relationships between these and customer satisfaction are analyzed using a structural multi-group (a high-experience group and a low-experience group) model. The results show that design, speed, security, information content, and customer support service have a significant influence on customer satisfaction in the high-experience group or the low-experience group, but ease of use does not have a significant influence on customer satisfaction in either of the groups. Also, the results relating to the influence of the level of customer experience reveal that the effects of design, security, speed and information content on customer satisfaction were significantly higher in the high-experience group, whereas the effect of customer support service on customer satisfaction was significantly higher in the low-experience group.