Measuring customer satisfaction of Internet banking in Taiwan: scale development and validation

doi:10.1080/14783363.2012.704284

Chia Nan University of Pharmacy & Science Institutional Repository > 智慧生活學院 > 資訊管理系 > 期刊論文 > Item 310902800/27705

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標題:	Measuring customer satisfaction of Internet banking in Taiwan: scale development and validation
作者:	Chen, Rai-Fu Hsiao, Ju-Ling Hwang, Hsin-Ginn
貢獻者:	資訊管理系
關鍵字:	Scale Development And Validation Customer Satisfaction Internet Banking Internet Safety
日期:	2012
上傳時間:	2014-03-21 16:18:15 (UTC+8)
出版者:	Routledge Journals
摘要:	Internet banking is one of the most important e-services in electronic commerce; however, the lack of standardised instrument for evaluating its satisfaction may inhibit the further development of Internet banking. This study aims to develop and validate a standardised measurement regarding customer satisfaction with Internet banking (IBCS). The development process included examinations of user satisfaction literature, expert panels, and pilot studies. Web survey was used for data collection, with subjects of Internet banking customers. The result was a parsimonious 18-item instrument with six subscales (content, accuracy, format, ease of use, timeliness, and safety) tapping into dimensions of IBCS. Further, this study not only affirms that all items in prior user satisfaction studies are still valid in the context of Internet banking, but also reveals that safety issues need to be addressed by banks to improve user satisfaction of Internet banking. Because of this rigorous and systematic study, researchers can use this valid measurement as a standardised instrument for measuring customer satisfaction of Internet banking.
關聯:	Total Quality Management & Business Excellence, 23(7-8,SI), 749-767
显示于类别:	[資訊管理系] 期刊論文

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