An empirical assessment of customer satisfaction with Internet Banking applications: An Australian experience

In recent years, Internet-based banking (IB) applications are gaining popularity among retail banking customers. The long term success of these applications is however influenced by customer satisfaction because it affects customers´ perceptions about banks´ innovative ability and customer caring intentions. Hence, measuring customer satisfaction with IB applications is important. In this article, we report the development of an instrument to operationalise customer satisfaction following a rigorous mixed approach, and then apply that instrument to measure customer satisfaction with IB applications in Australia. Several interesting findings have emerged which are useful to research and practice alike.