Antecedents of customer satisfaction with online banking in China: The effects of experience |
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| Authors: | Cheolho Yoon |
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| Affiliation: | Dept. of Business Administration, Mokpo National University, Republic of Korea |
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| Abstract: | This study investigates 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 research, the six antecedents 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. |
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| Keywords: | Online banking Customer satisfaction Experience Multi-group analysis China |
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