Users’ Satisfaction of Digital Banking Services in Finland
Miah, Md Masum (2018)
Miah, Md Masum
Åbo Akademi
2018
Julkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2018083034346
https://urn.fi/URN:NBN:fi-fe2018083034346
Tiivistelmä
Digital banking services are widespread in Finland. Users utilize online banking
services to make transaction in Finland. It is imperative for banks to understand what
customers want from them. Bank can develop their digital banking services according
to their customer’s requirement. This study uses a mixed-methods to measure
customer’s satisfaction and loyalty on digital banking services in Finland by adopting
UTAUT2 theoretical framework and E-service quality dimensions. Six independent
variables are used in this study, namely: performance expectancy, effort expectancy,
responsiveness, reliability, personalization, and security to measure customer
satisfaction and customer satisfaction as a mediator between independent variables and
dependent variable (i.e., customer loyalty). 190 valid respondents participated in an
online survey. Partial Least Squares Structural Equation Modelling (PLS-SEM)
technique is applied to analyse the data. Findings show that only responsiveness has no influence on customer satisfaction among those six variables. All the other variables
have positive impact on customer satisfaction, and customer satisfaction has positive
influence on customer loyalty of digital banking services in Finland.
services to make transaction in Finland. It is imperative for banks to understand what
customers want from them. Bank can develop their digital banking services according
to their customer’s requirement. This study uses a mixed-methods to measure
customer’s satisfaction and loyalty on digital banking services in Finland by adopting
UTAUT2 theoretical framework and E-service quality dimensions. Six independent
variables are used in this study, namely: performance expectancy, effort expectancy,
responsiveness, reliability, personalization, and security to measure customer
satisfaction and customer satisfaction as a mediator between independent variables and
dependent variable (i.e., customer loyalty). 190 valid respondents participated in an
online survey. Partial Least Squares Structural Equation Modelling (PLS-SEM)
technique is applied to analyse the data. Findings show that only responsiveness has no influence on customer satisfaction among those six variables. All the other variables
have positive impact on customer satisfaction, and customer satisfaction has positive
influence on customer loyalty of digital banking services in Finland.
Kokoelmat
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