Antecedents of online banking satisfaction and loyalty: empirical evidence from Finland
by Heikki Karjaluoto, Lasse Jarvenpaa, Ville Kauppi
International Journal of Electronic Finance (IJEF), Vol. 3, No. 3, 2009

Abstract: This study endeavours to contribute to a better understanding of Service Quality (SQ) in online banking by examining the various dimensions related to creating a satisfactory online banking experience. The authors develop a conceptual model and test it with a convenience sample of 183 online banking users. The empirical test of the model finds strong support for the links between perceived security and Perceived Usefulness (PU) and Perceived Ease Of Use (PEOU), reliability and PU and PEOU, between PEOU and satisfaction and finally between satisfaction and loyalty. The study finally provides both theoretical and practical contributions, outlines the main limitations of the study and gives ideas for further work in this area.

Online publication date: Thu, 13-Aug-2009

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