1. Examining customers' continuance intentions towards internet banking usage
- Author
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Ofori, Kwame Simpe, Boateng, Henry, Okoe, Abednego Feehi, and Gvozdanovic, Igor
- Subjects
Customer satisfaction -- Analysis ,Electronic banking -- Forecasts and trends ,Electronic banking -- Usage ,Electronic funds transfer systems -- Forecasts and trends ,Electronic funds transfer systems -- Usage ,Institutional theory -- Usage ,Internet marketing -- Forecasts and trends ,Online banking ,Market trend/market analysis ,Advertising, marketing and public relations ,Business ,Economics - Abstract
The article reports on a study to evaluate and identify factors that affect continuance intention towards internet banking usage using the institutional trust theory. The results indicate that information quality, service quality, privacy and security concerns were significant predictors of both trust and satisfaction. Structural assurance and situational normality were also found to significantly affect trust.
- Published
- 2017