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

Authors: 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

International Journal of Electronic Finance, 2008 Vol.2 No.1, pp.31 - 49

Available online: 26 Jan 2008

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