Volume 7 Number 4 (Apr. 2012)
Home > Archive > 2012 > Volume 7 Number 4 (Apr. 2012) >
JSW 2012 Vol.7(4): 927-933 ISSN: 1796-217X
doi: 10.4304/jsw.7.4.927-933

Evidence on E-Banking Customer Satisfaction in the China Commercial Bank Sector

Zhengwei Ma1 and Jinkun Zhao2
1China University of Petroleum (Beijing) /School of Business Administration, Beijing, China
2Harbin University/ Teaching Supervision Department, Harbin, China

Abstract—The goal of the study is to analyze factors of website quality that could influence e-banking customer satisfaction in the Chinese commercial banking industry. Moreover, the paper also tries to explain the relationship between website quality and customer satisfaction, and to find some major variables for keeping high level e-banking customer satisfaction. The data demonstrated that website quality have direct and significant effect to e-banking quality in the Chinese commercial banking industry. Besides this, the authors found that website quality is positively related to e-banking customer satisfaction. Finally, it is observed that efficiency, interactivity, security, information, ease of use and content are key factors to affect customer satisfaction in the e-banking service. After the validation of measurement scales, the hypothesis is contrasted through structural modeling. The authors validate the hypothesis and a measurement model. The paper proposes a model for analyzing empirically the link between website quality and e-banking customer satisfaction in Chinese e-banking industry.

Index Terms—website quality, customer satisfaction, e-banking

[PDF]

Cite: Zhengwei Ma and Jinkun Zhao, "Evidence on E-Banking Customer Satisfaction in the China Commercial Bank Sector," Journal of Software vol. 7, no. 4, pp. 927-933, 2012.

General Information

ISSN: 1796-217X (Online)
Frequency: Monthly (2006-2019); Bimonthly (Since 2020)
Editor-in-Chief: Prof. Antanas Verikas
Executive Editor: Ms. Yoyo Y. Zhou
Abstracting/ Indexing: DBLP, EBSCO, ProQuest, INSPEC, ULRICH's Periodicals Directory, WorldCat, etc
E-mail: jsw@iap.org
  • Dec 06, 2019 News!

    Vol 14, No 1- Vol 14, No 4 has been indexed by EI (Inspec)   [Click]

  • Apr 16, 2020 News!

    Papers published in JSW Vol 14, No 1- Vol 15 No 1 have been indexed by DBLP     [Click]

  • May 12, 2020 News!

    Vol 15, No 4 has been published with online version     [Click]

  • Aug 01, 2018 News!

    [CFP] 2020 the annual meeting of JSW Editorial Board, ICCSM 2020, will be held in Rome, Italy, July 17-19, 2020   [Click]

  • May 12, 2020 News!

    The papers published in Vol 15, No 4 have all received dois from Crossref     [Click]