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The determinants of satisfaction with e‐banking

Francisco Liébana‐Cabanillas (Department of Marketing and Market Research, University of Granada, Granada, Spain)
Francisco Muñoz‐Leiva (Department of Marketing and Market Research, University of Granada, Granada, Spain)
Francisco Rejón‐Guardia (Department of Marketing and Market Research, University of Granada, Granada, Spain)

Industrial Management & Data Systems

ISSN: 0263-5577

Article publication date: 17 May 2013

Abstract

Purpose

The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience with a specific institution's products.

Design/methodology/approach

A comprehensive review of the scientific literature has justified the development of a behavioural model that explains satisfaction using a set of constructs or endogenous variables. Data was collected from a self‐administered web survey in the authenticated section of the electronic banking service of a prestigious financial institution.

Findings

The analysis tests the relationship between the proposed variables (accessibility, trust, ease of use and usefulness) and satisfaction with electronic banking.

Research limitations/implications

The study was limited to the data of a single financial institution. Caution should therefore be exercised in generalising the results. The research results provide a number of valuable conclusions for financial institutions.

Originality/value

This paper is a pioneer study of satisfaction with electronic banking, especially of the relationships between satisfaction and its main determinants.

Keywords

Citation

Liébana‐Cabanillas, F., Muñoz‐Leiva, F. and Rejón‐Guardia, F. (2013), "The determinants of satisfaction with e‐banking", Industrial Management & Data Systems, Vol. 113 No. 5, pp. 750-767. https://doi.org/10.1108/02635571311324188

Publisher

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Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited