The impact on confidence and customer satisfaction with the intention of using internet banking services

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Title The impact on confidence and customer satisfaction with the intention of using internet banking services
La influencia de la confianza y satisfacción del cliente en la intención de uso de los servicios bancarios por internet: un modelo estructural
Creator Lévy Mangin, Jean-Pierre
Bourgault, ; Normand
Calvo Porral, ; Cristina
Trudel, ; Mycalle
Description The financial institutions increasingly offer more services to their customers through the internet, and in this context this study addresses the objective of analyzing how online trust and users’ satisfaction influence on the intention to use financial services through the internet. To address this goal, the present study proposes a conceptual model through PLS-SEM (Partial Least Squares). The obtained findings show that the user trust depends on the system security, usefulness and the competence of the financial institution; highlighting the impact of trust, ease of use and design on users’ satisfaction with online financial services. 
Las entidades financieras ofrecen cada vez más servicios a sus clientes a través de internet. En este entorno, el objetivo del artículo es analizar cómo influye la confianza y la satisfacción de los usuarios en la intención de uso de los servicios financieros en línea. De este modo, se propone un modelo conceptual resuelto mediante PLS-PM (Partial Least Squares). Los resultados obtenidos muestran que la confianza del usuario depende de la seguridad del sistema, la utilidad y la competencia de la entidad financiera, y pone de relieve el impacto de la confianza, la facilidad de uso y el diseño en la satisfacción del usuario con los servicios financieros en internet .
Publisher Universidad Autónoma del Estado de México
Date 2020-04-15
Type info:eu-repo/semantics/article
Artículo revisado por pares
Format application/pdf
Source CIENCIA ergo-sum; Vol. 27 Núm. 2 (2020): CIENCIA ergo-sum (julio-octubre 2020)
CIENCIA ergo-sum; Vol. 27 Núm. 2 (2020): CIENCIA ergo-sum (julio-octubre 2020)
Language spa
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