Title: Measuring customer satisfaction with internet banking: an exploratory study

Authors: Hsin-Ginn Hwang, Rai-Fu Chen, Jia-Min Lee

Addresses: Department of Information Management, National Chung Cheng University, No. 168, University Road, Min-Hsiung, Chia-yi 621, Taiwan. ' Department of Information Management, National Chung Cheng University, No. 168, University Road, Min-Hsiung, Chia-yi 621, Taiwan. ' Department of Information Management, National Chung Cheng University, No. 168, University Road, Min-Hsiung, Chia-yi 621, Taiwan

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.

Keywords: internet banking; customer satisfaction; security; trust; online banking; e-banking; electronic banking; e-finance; electronic finance; measurement; Taiwan.

DOI: 10.1504/IJEF.2007.011502

International Journal of Electronic Finance, 2007 Vol.1 No.3, pp.321 - 335

Published online: 01 Dec 2006 *

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