nep-ict New Economics Papers
on Information and Communication Technologies
Issue of 2007‒03‒03
one paper chosen by
Walter Frisch
University Vienna

  1. The Determinants of Customer Interactions with Internet-enabled e-Banking Services By Ziqi Liao; Wing-Keung Wong

  1. By: Ziqi Liao (Department of Finance & Decision Sciences, Hong Kong Baptist University); Wing-Keung Wong (Risk Management Institute and Department of Economics, National University of Singapore)
    Abstract: This paper empirically explores the major considerations associated with Internet-enabled e-banking systems and systematically measures the determinants of customer interactions with e-banking services. The results suggest that perceived usefulness, ease of use, security, convenience and responsiveness to service requests significantly explain the variation in customer interactions. Exploratory factor analysis and reliability test indicate that these constructs are relevant and reliable. Confirmatory factor analysis confirms that they possess significant convergent and discriminatory validities. Both perceived usefulness and perceived ease of use have significant impact on customer interactions with Internet e-banking services. Perceived security, responsiveness and convenience also represent the primary avenues influencing customer interactions. In particular, stringent security control is critical to Internet e-banking operations. Furthermore, prompt reactions to the service requests from customers should encourage them to use Internet e-banking services. The findings have managerial implications for enhancing extant Internet e-banking operations and developing viable e-banking systems and services.
    Keywords: Customer interactions, determinants, Internet, e-banking, service operations management

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