AN EXPLORATORY STUDY OF INTERNET BANKING AND CUSTOMER INTERACTIONS

摘要

This paper empirically explores customer interactions with Internet-enabled e-banking services. The results suggest that perceived usefulness, ease of use, security, responsiveness to service requests and convenience provide statistically significant explanations of the variation in customer interactions. In particular, security requirements in terms of stringent authorized access, confidentiality and security procedures are critical. Moreover, prompt responsiveness to service requests should effectively increase customer confidence in Internet banking. The findings provide constructive information for improving the existing Internet banking services.