Chia Nan University of Pharmacy & Science Institutional Repository:Item 310902800/21924
English  |  正體中文  |  简体中文  |  Items with full text/Total items : 18034/20233 (89%)
Visitors : 23351942      Online Users : 492
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: https://ir.cnu.edu.tw/handle/310902800/21924


    Title: A Confirmatory Factor Analysis of Customer Satisfaction with Internet Banking
    Authors: Hsin-Ginn Hwang
    Rai-Fu Chen
    Contributors: 資訊管理系
    Keywords: Confirmatory factor analysis
    Customer satisfaction
    Internet banking
    Safety
    Date: 2008-03
    Issue Date: 2009-11-05 16:03:11 (UTC+8)
    Abstract: While internet banking has become a necessary service in the competitive banking industry of Taiwan,customer Satisfaction and retention of internet banking are critical issues for its success. Based on Doll and Torkzadeh's (1988) end-user computing satisfaction(EUCS) instrument and safety issues of Internet,Hwang et al. (2007) proposed a second-order factor model for measuring customer satisfaction With internet banking (IBCS) and that model consisted of six first-order factors (content, accuracy, format, ease of use, timeliness, and safety) which were measured by 18 items, where the second-order factor was interpreted as IBCS. The purpose of this study is to use confirmatory factor analysis for completing a research cycle in developing a standardized measurement for confirming IBCS proposed by Hwang et a1. (2007). This research follows the procedures used by Doll et a1’s (1994) study in confirming EUCS measurement. According to theoretical foundations or empirical work of EUCS and IBCS, four feasible IBCS models, including one first model factor, six first-order factors (uncorrelated), six first-order factors (correlated), and six first-order factors and one second factor, were proposed.
    A web survey on internet banking users of Taiwanese banks as the subjects was undertaken. A total of 213 valid questionnaires were obtained at a ninety-one percent response rate. The proposed alternative models were evaluated by the LISREL VIII with the Collected data through several appropriate goodness-of-fit indexes. Then, the six first-order factors and one second factor was selected the most suitable model as the representing IBCS model and then its reliability and validity were evaluated. Coupled with this rigorous and systematic confirmatory study, this valid measurement can now be used as a standardized instrument of customer satisfaction with internet banking. This study reaffirms the EUCS instrument is still valid for internet banking in Taiwan and the IBCS instrument heavily depends on considerations of internet safety. Furthermore, the results also provide practical guidelines for the design and implementation of internet banking regarding the concerns with its content, accuracy, format, ease of use, timeliness, and safety.
    Relation: Western Decision Sciences Institute 2008,起迄日:2008/3/18~2008/3/22,地點:San Diego, California
    Appears in Collections:[Dept. of Information Management] Proceedings

    Files in This Item:

    File SizeFormat
    97_126_pro.pdf299KbAdobe PDF1165View/Open


    All items in CNU IR are protected by copyright, with all rights reserved.


    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback