Determinants of loyalty to online banking services

被引：4

作者：

Aldas Manzano, Joaquin ^{[1
]}

Lassala Navarre, Carlos ^{[2
]}

Ruiz Mafe, Carla ^{[1
]}

Sanz Blas, Silvia ^{[1
]}

机构：

[1] Univ Valencia, Fac Econ, Dept Comercializac & Invest Mercados, Valencia 46022, Spain

[2] Univ Valencia, Fac Econ, Dept Finanzas Empresariales, Valencia 46022, Spain

来源：

CUADERNOS DE ECONOMIA Y DIRECCION DE LA EMPRESA | 2011年 / 14卷 / 01期

关键词：

Online banking services; Theory of Planned Behaviour; Perceived risk; Trust; Loyalty; COVARIANCE STRUCTURE-ANALYSIS; ELECTRONIC COMMERCE; CONSUMER PERCEPTIONS; PLANNED BEHAVIOR; INTERNET BANKING; TEST STATISTICS; TRUST; ACCEPTANCE; SATISFACTION; EXTENSION;

D O I：

10.1016/j.cede.2011.01.003

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The rapid growth of online banking reflects its advantages over conventional branches. Many consumers, however, still only use online banking services sporadically, mainly to check balances and they avoid higher risk transactions. The aim of this study is to analyse the factors determining intensity of online banking services use, with a model which integrates the influence of perceived risk and trust in bank websites with the conceptual framework of Theory of Planned Behaviour (TPB). Risk has been measured as a formative construct. The hypotheses were tested on a sample of 511 online banking services users, using structural equation models. The results of the empirical study suggest that trust and the three variables of TPB (perceived control, subjective norm and attitude) positively influence loyalty. The role of trust is especially relevant as it also boosts the effect of attitude and reduces the negative effect of perceived risk. Finally, a set of managerial implications are considered. (C) 2009 ACEDE. Published by Elsevier Espana, S.L. All rights reserved.

引用

页码：26 / 39

页数：14

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