Title :
Exploring the Effect of Online Banking Service Quality on Users´ Continuance Usage
Author :
Zhou, Tao ; Zhang, Shuren ; Ji, Baiyang
Author_Institution :
Sch. of Manage., Hangzhou Dianzi Univ., Hangzhou, China
Abstract :
Users always expect to acquire high quality services from online banking. Previous studies have found that website system quality is a main factor determining online users´ initial adoption and usage. For their continuance usage, service quality may be a main determinant. This research proposes that online banking service quality, reputation and security influence users´ continuance usage through trust and satisfaction. Service quality as a second-order factor includes five dimensions: tangibles, reliability, assurance, responsiveness and empathy. Data were collected and analyzed with LISREL8.72. The results show that service quality has significant effects on trust and satisfaction, further determining users´ continuance usage of online banking.
Keywords :
Internet; Web sites; banking; consumer behaviour; quality of service; LISREL8.72; Web site system quality; continuance usage; online banking service; service quality; Banking; Data security; Delay; Engineering management; Information security; Internet; Investments; Quality management; Systems engineering and theory; Testing;
Conference_Titel :
e-Business and Information System Security (EBISS), 2010 2nd International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-5893-6
Electronic_ISBN :
978-1-4244-5895-0
DOI :
10.1109/EBISS.2010.5473471
