Measuring customer satisfaction with internet banking: an exploratory study
by Hsin-Ginn Hwang, Rai-Fu Chen, Jia-Min Lee
International Journal of Electronic Finance (IJEF), Vol. 1, No. 3, 2007

Abstract: The purpose of this study is to develop a measurement instrument for customer satisfaction with internet banking (IBCS). A web survey was used with the subjects being internet banking users of Taiwanese banks. A total of 226 valid questionnaires were obtained with an 85% response rate. For the development of a standardised instrument, an exploratory factor analysis was used. The study demonstrates that all the items in the Doll and Torkzadeh instrument for end-user computing satisfaction measures are still valid in the context of internet banking, and that IBCS depends heavily on security and trust considerations on the internet.

Online publication date: Fri, 01-Dec-2006

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