| 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 |
| URL: |
http://d.repec.org/n?u=RePEc:nus:nusewp:wp0701&r=ict |