TY  - JOUR
AB  - 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.
VL  - 113
IS  - 5
SN  - 0263-5577
DO  - 10.1108/02635571311324188
UR  - https://doi.org/10.1108/02635571311324188
AU  - Liébana‐Cabanillas Francisco
AU  - Muñoz‐Leiva Francisco
AU  - Rejón‐Guardia Francisco
PY  - 2013
Y1  - 2013/01/01
TI  - The determinants of satisfaction with e‐banking
T2  - Industrial Management & Data Systems
PB  - Emerald Group Publishing Limited
SP  - 750
EP  - 767
Y2  - 2024/04/23
ER  -