Int. J. of Electronic Finance   »   2008 Vol.2, No.1

 

 

Title: The role of usability and satisfaction in the consumer's commitment to a financial services website

 

Author: L. Casalo, C. Flavian, M. Guinaliu

 

Addresses:
Department of Business Economy and Management, University of Zaragoza, Gran Via 2, 50.005, Zaragoza, Spain.
Department of Business Economy and Management, University of Zaragoza, Gran Via 2, 50.005, Zaragoza, Spain.
Department of Business Economy and Management, University of Zaragoza, Gran Via 2, 50.005, Zaragoza, Spain

 

Abstract: In this paper, we have analysed the antecedents of affective commitment to a website, due to the fact that commitment is a key factor in order to maintain a long-term relationship between the consumer and the business in the online context. In terms of affective commitment, we have found a positive, direct and significant relationship between website perceived usability and consumer's affective commitment. So, higher levels of website usability might lead to higher levels of consumer's affective commitment to the website. In addition, in this research we have also noticed a direct, positive and significant relationship between satisfaction in previous interactions and the consumer's commitment to a financial services website.

 

Keywords: internet banking; customer satisfaction; website usability; affective commitment; financial services websites; online banking; electronic banking; e-banking; electronic finance.

 

DOI: 10.1504/IJEF.2008.016883

 

Int. J. of Electronic Finance, 2008 Vol.2, No.1, pp.31 - 49

 

Available online: 26 Jan 2008

 

 

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