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Article

Tero Pikkarainen, Kari Pikkarainen, Heikki Karjaluoto and Seppo Pahnila

Advances in electronic banking technology have created novel ways of handling daily banking affairs, especially via the online banking channel. The acceptance of online…

Abstract

Advances in electronic banking technology have created novel ways of handling daily banking affairs, especially via the online banking channel. The acceptance of online banking services has been rapid in many parts of the world, and in the leading e‐banking countries the number of e‐banking contracts has exceeded 50 percent. Investigates online banking acceptance in the light of the traditional technology acceptance model (TAM), which is leveraged into the online environment. On the basis of a focus group interview with banking professionals, TAM literature and e‐banking studies, we develop a model indicating online‐banking acceptance among private banking customers in Finland. The model was tested with a survey sample (n=268). The findings of the study indicate that perceived usefulness and information on online banking on the Web site were the main factors influencing online‐banking acceptance.

Details

Internet Research, vol. 14 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

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Article

Kari Pikkarainen, Tero Pikkarainen, Heikki Karjaluoto and Seppo Pahnila

Although research into the adoption and use of online banking services has grown in many parts of the world, the centre of attention has been largely on determinants of…

Abstract

Purpose

Although research into the adoption and use of online banking services has grown in many parts of the world, the centre of attention has been largely on determinants of online banking adoption, not on users' satisfaction with use. This paper aims to test and validate the End‐User Computing Satisfaction (EUCS) model in order to investigate online banking users' satisfaction with the service.

Design/methodology/approach

A survey (n=268) was carried out using convenience sampling. An exploratory factor analysis followed by a confirmatory factor analysis run in LISREL 8.7 is used to test the validity of the model in an online banking context.

Findings

The survey results support three constructs (content, ease of use, accuracy) from the original model, indicating that the modified EUCS model labelled EUCS2 can be utilized in analyzing user satisfaction with online banking among private customers.

Research limitations/implications

The obtained model suffered from two cross‐loadings between individual items. Another limitation concerns the sample obtained. Therefore, future studies should test the model with larger samples to verify the model in this context.

Practical implications

Findings of the study indicate that banks could improve end‐user computing satisfaction with online banking by concentrating on the three constructs obtained from the analyses. Moreover, the results indicate that banks can increase satisfaction of online banking services by personalising the service, allowing easier and more convenient use experience.

Originality/value

The paper makes a significant contribution by testing and modifying the EUCS model in the online banking context.

Details

International Journal of Bank Marketing, vol. 24 no. 3
Type: Research Article
ISSN: 0265-2323

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Article

Tooraj Sadeghi and Kambiz Heidarzadeh Hanzaee

This paper seeks to investigate the key factors underlying customer satisfaction with electronic banking services in an Islamic country, Iran.

Abstract

Purpose

This paper seeks to investigate the key factors underlying customer satisfaction with electronic banking services in an Islamic country, Iran.

Design/methodology/approach

The authors validate a measurement model for customer satisfaction evaluation in e‐banking service quality based on different service quality models and theories such as technology acceptance model, theory of reasoned action and theory of planned behavior.

Findings

The paper provides a model of seven factors on the following dimensions: convenience, accessibility, accuracy, security, usefulness, bank image, and web site design. Some of these factors illustrate a significant statistical difference between males and females.

Originality/value

These dimensions are determinants of customer's quality perception in e‐banking services and this paper presents new directions in service quality research and offers new directions to researchers and managers in providing service quality improvement.

Details

Journal of Islamic Marketing, vol. 1 no. 3
Type: Research Article
ISSN: 1759-0833

Keywords

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