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Does quality of alternatives matter for internet banking?

Does quality of alternatives matter for internet banking? This study aims to examine how the quality of service alternatives influences Internet Banking (IB)customers' behaviours. Although the newly developed IB is a fast-growing channel, the traditional brick-and mortar face-to-face banking services are still pervasive. Therefore, it is important to understand how the quality of alternatives (traditional banking services) influences customers' behaviours. In the present study, we proposed that quality of alternatives dampens the perception of service quality, value, satisfaction and ultimately customer's intention of using IB. The model was tested using survey data from 156 individuals who were using IB. The results indicated that the quality of alternatives has both direct and indirect influences on IB customers' behaviours. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Electronic Finance Inderscience Publishers

Does quality of alternatives matter for internet banking?

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd. All rights reserved
ISSN
1746-0069
eISSN
1746-0077
DOI
10.1504/IJEF.2008.017538
Publisher site
See Article on Publisher Site

Abstract

This study aims to examine how the quality of service alternatives influences Internet Banking (IB)customers' behaviours. Although the newly developed IB is a fast-growing channel, the traditional brick-and mortar face-to-face banking services are still pervasive. Therefore, it is important to understand how the quality of alternatives (traditional banking services) influences customers' behaviours. In the present study, we proposed that quality of alternatives dampens the perception of service quality, value, satisfaction and ultimately customer's intention of using IB. The model was tested using survey data from 156 individuals who were using IB. The results indicated that the quality of alternatives has both direct and indirect influences on IB customers' behaviours.

Journal

International Journal of Electronic FinanceInderscience Publishers

Published: Jan 1, 2008

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