The Determination of User Satisfaction with Personal Internet Banking Services in the Context of Australia

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Author(s): Padid Akbarzadeh Gharib (Department of Science and Technology, Assumption University, Bangkok, Thailand)
Copyright: 2016
Volume: 14
Issue: 3
Pages: 23
Source title: Journal of Electronic Commerce in Organizations (JECO)
Editor(s)-in-Chief: Pedro Isaías (Information Systems & Technology Management School, UNSW, Sydney, Australia)
DOI: 10.4018/JECO.2016070104

Keywords: Business & Management / Business Science Reference / E-Commerce

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Abstract

Based on previous studies a theoretical framework of the determinants of an individual's satisfaction using Personal Internet Banking services is formulated incorporating information system success factors complemented by elements of behavioral and environmental uncertainties (multidimensional trust and perceived risk). Data was collected using an online self-administered questionnaire from a sample of 370 users in Australia and analyzed in order to determine the relationships among factors that have significant causal effects on customer satisfaction. The results confirm the importance of some of the factors reported in previous studies but also reveal unreported significant direct and indirect causal effects on customer satisfaction. Practical conclusions provide new perspectives for Australian banks on keeping customers highly satisfied with online banking services, as the main objective of this study.

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The Determination of User Satisfaction with Personal Internet Banking Services in the Context of Australia

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