Development of an instrument measuring user satisfaction of the human-computer interface
CHI '88 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
The measurement of end-user computing satisfaction
MIS Quarterly
The measurement of user information satisfaction
Communications of the ACM
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
A cross-cultural investigation into customer satisfaction with internet banking security
SAICSIT '05 Proceedings of the 2005 annual research conference of the South African institute of computer scientists and information technologists on IT research in developing countries
Customer Satisfaction with Electronic Service Encounters
International Journal of Electronic Commerce
A survey of e-banking performance in Thailand
International Journal of Electronic Finance
Hi-index | 0.00 |
Measuring user satisfaction with information systems has attracted widespread research attention, given it is often used as an indicator of success. The Internet has allowed applications to be extended to customers of an organization, where interaction can take place through a web site, typically from home or office. The focus of attention with such applications is customer satisfaction. In this research, a 21-item, 7-factor instrument developed to measure customer satisfaction with web sites that market generic digital products and services was modified slightly, and then empirically tested and validated in the context of Internet banking specifically. A 19-item, 5-factor validated instrument emerged, the factors being Customer Support, Security, Ease of Use, Transactions and Payment, and Information Content and Innovation. The difference in number of factors as compared to the generic instrument was attributed to the unique nature of Internet banking web sites. These and other findings are discussed in the paper, and their implications examined.