Title: Perceived quality of web-based financial advice and its impacts

Authors: Adriano Pistoia; Bernd W. Wirtz; Marc Elsäßer

Addresses: Information and Communication Management, German University of Administrative Sciences Speyer, Freiherr-vom-Stein-Straße 2, 67346 Speyer, Germany ' Information and Communication Management, German University of Administrative Sciences Speyer, Freiherr-vom-Stein-Straße 2, 67346 Speyer, Germany ' Information and Communication Management, German University of Administrative Sciences Speyer, Freiherr-vom-Stein-Straße 2, 67346 Speyer, Germany

Abstract: The advent of the internet has brought a significant change in customer behaviour in the last decade. This is also reflected in the financial service sector and many customers increasingly fall back on web-based financial advice. While traditional physical financial advice has frequently been analysed in science, web-based financial advice has been discussed rather infrequently. Little is known, in particular, about the quality of web-based financial advice or its dimensionality and its impact. This study starts at that point and conceptualises the quality of web-based financial advice and investigates its impact on customer behaviour. A causal model is developed, which is theoretically (technology acceptance model (TAM), electronic service quality) as well as inductively derived from reality. The model expands the conceptual understanding of the quality of web-based financial advice and its impact on customer behaviour.

Keywords: financial advice quality; web-based self-service; e-services; electronic service quality; electronic services; structural equation modelling; SEM; perceived quality; customer behaviour; web-based advice; technology acceptance model; TAM.

DOI: 10.1504/IJEB.2015.074609

International Journal of Electronic Business, 2015 Vol.12 No.4, pp.319 - 344

Received: 24 Jul 2014
Accepted: 17 Jul 2015

Published online: 07 Feb 2016 *

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