JETIREXPLORE- Search Thousands of research papers



Published in:

Volume 7 Issue 7
July-2020
eISSN: 2349-5162

Unique Identifier

JETIR2007303

Page Number

16-28

Share This Article


Title

The Analysis of Customer Satisfaction with Online Banking In China: The Impact of Experience

ISSN

2349-5162

Cite This Article

"The Analysis of Customer Satisfaction with Online Banking In China: The Impact of Experience", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.7, Issue 7, page no.16-28, July-2020, Available :http://www.jetir.org/papers/JETIR2007303.pdf

Authors

Abstract

Our research is study on the antecedents of customer satisfaction with online banking in China, and explores the effects of experience on the relationships between the antecedents and customer satisfaction. Based on prior study, the six kinds of experience of customer satisfaction – ease of use, design, speed, security, information content, and customer support service – are proposed, and the effects of experience on the relationships between these and customer satisfaction are analyzed using a structural multi-group(a high-experience group and a low-experience group) model. The results show that design, speed, security, information content, and customer support service have a significant influence on customer satisfaction in the high-experience group or the low-experience group, but ease of use does not have a significant influence on customer satisfaction in either of the groups. Also, the results relating to the influence of the level of customer experience reveal that the effects of design, security, speed, and information content on customer satisfaction were significantly higher in the high-experience group, whereas the effect of customer support service on customer satisfaction was significantly higher in the low-experience group.

Key Words

Online bank, Customer satisfaction, Design, Speed, Security, Information content, customer support service

Cite This Article

"The Analysis of Customer Satisfaction with Online Banking In China: The Impact of Experience", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.7, Issue 7, page no. pp16-28, July-2020, Available at : http://www.jetir.org/papers/JETIR2007303.pdf

Publication Details

Published Paper ID: JETIR2007303
Registration ID: 235499
Published In: Volume 7 | Issue 7 | Year July-2020
DOI (Digital Object Identifier):
Page No: 16-28
ISSN Number: 2349-5162

Download Paper

Preview Article

Download Paper




Cite This Article

"The Analysis of Customer Satisfaction with Online Banking In China: The Impact of Experience", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.7, Issue 7, page no. pp16-28, July-2020, Available at : http://www.jetir.org/papers/JETIR2007303.pdf




Preview This Article


Downlaod

Click here for Article Preview