Title: Antecedents of online banking satisfaction and loyalty: empirical evidence from Finland

Authors: Heikki Karjaluoto, Lasse Jarvenpaa, Ville Kauppi

Addresses: School of Business and Economics, University of Jyvaskyla, P.O. Box 35 (MaE), FIN-40014, Finland. ' Faculty of Economics and Business Administration, University of Oulu, P.O. Box 4600, 90014, Finland. ' Faculty of Economics and Business Administration, University of Oulu, P.O. Box 4600, 90014, Finland

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.

Keywords: internet banking; online banking; electronic banking; e-finance; service quality; satisfaction; security; reliability; usefulness; ease of use; loyalty; e-banking experience; electronic finance; electronic banking; customer perceptions.

DOI: 10.1504/IJEF.2009.027849

International Journal of Electronic Finance, 2009 Vol.3 No.3, pp.253 - 269

Available online: 13 Aug 2009 *

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