Customer satisfaction with Internet banking web sites: An empirical test and validation of a measuring instrument

dc.contributor.authorBrown, I.T.J.
dc.contributor.authorBuys, M.
dc.date.accessioned2015-12-24T09:47:25Z
dc.date.available2015-12-24T09:47:25Z
dc.date.issued2005
dc.date.updated2015-12-17T13:07:08Z
dc.description.abstractMeasuring user satisfaction with information systems has attracted widespread research attention, given it is often used as an indicator of success. The Internet has allowed applications to be extended to customers of an organization, where interaction can take place through a web site, typically from home or office. The focus of attention with such applications is customer satisfaction. In this research, a 21-item, 7-factor instrument developed to measure customer satisfaction with web sites that market generic digital products and services was modified slightly, and then empirically tested and validated in the context of Internet banking specifically. A 19-item, 5-factor validated instrument emerged, the factors being Customer Support, Security, Ease of Use, Transactions and Payment, and Information Content and Innovation. The difference in number of factors as compared to the generic instrument was attributed to the unique nature of Internet banking web sites. These and other findings are discussed in the paper, and their implications examined.en_ZA
dc.identifier.apacitationBrown, I. T. J., & Buys, M. (2005). Customer satisfaction with Internet banking web sites: An empirical test and validation of a measuring instrument. <i>South African Computer Journal</i>, http://hdl.handle.net/11427/15941en_ZA
dc.identifier.chicagocitationBrown, I.T.J., and M. Buys "Customer satisfaction with Internet banking web sites: An empirical test and validation of a measuring instrument." <i>South African Computer Journal</i> (2005) http://hdl.handle.net/11427/15941en_ZA
dc.identifier.citationBrown, I., & Buys, M. (2005). Customer satisfaction with Internet banking web sites: an empirical test and validation of a measuring instrument: reviewed article. South African Computer Journal, (35), p-29.en_ZA
dc.identifier.issn2313-7835en_ZA
dc.identifier.ris TY - Journal Article AU - Brown, I.T.J. AU - Buys, M. AB - Measuring user satisfaction with information systems has attracted widespread research attention, given it is often used as an indicator of success. The Internet has allowed applications to be extended to customers of an organization, where interaction can take place through a web site, typically from home or office. The focus of attention with such applications is customer satisfaction. In this research, a 21-item, 7-factor instrument developed to measure customer satisfaction with web sites that market generic digital products and services was modified slightly, and then empirically tested and validated in the context of Internet banking specifically. A 19-item, 5-factor validated instrument emerged, the factors being Customer Support, Security, Ease of Use, Transactions and Payment, and Information Content and Innovation. The difference in number of factors as compared to the generic instrument was attributed to the unique nature of Internet banking web sites. These and other findings are discussed in the paper, and their implications examined. DA - 2005 DB - OpenUCT DP - University of Cape Town J1 - South African Computer Journal LK - https://open.uct.ac.za PB - University of Cape Town PY - 2005 SM - 2313-7835 T1 - Customer satisfaction with Internet banking web sites: An empirical test and validation of a measuring instrument TI - Customer satisfaction with Internet banking web sites: An empirical test and validation of a measuring instrument UR - http://hdl.handle.net/11427/15941 ER - en_ZA
dc.identifier.urihttp://hdl.handle.net/11427/15941
dc.identifier.vancouvercitationBrown ITJ, Buys M. Customer satisfaction with Internet banking web sites: An empirical test and validation of a measuring instrument. South African Computer Journal. 2005; http://hdl.handle.net/11427/15941.en_ZA
dc.languageengen_ZA
dc.publisherSouth African Computer Societyen_ZA
dc.publisher.departmentDepartment of Information Systemsen_ZA
dc.publisher.facultyFaculty of Commerceen_ZA
dc.publisher.institutionUniversity of Cape Town
dc.rightsCreative Commons Attribution 4.0 International (CC BY 4.0)*
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/en_ZA
dc.sourceSouth African Computer Journalen_ZA
dc.source.urihttp://sacj.cs.uct.ac.za/
dc.titleCustomer satisfaction with Internet banking web sites: An empirical test and validation of a measuring instrumenten_ZA
dc.typeJournal Articleen_ZA
uct.subject.keywordsCustomer Information Satisfactionen_ZA
uct.subject.keywordsInternet Bankingen_ZA
uct.type.filetype
uct.type.filetypeText
uct.type.filetypeImage
uct.type.publicationResearchen_ZA
uct.type.resourceArticleen_ZA
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