The role of trust and ease of use in the development of Internet banking

摘要

Chinese customers adopted online banking service over fourteen years. But low customer satisfaction is still a problem of internet banking development in China. This study investigates how trust and ease of use influence internet banking customer satisfaction in China. Authors developed a theoretical model based on literature review. We analyzed the data using structured equation modeling (SEM) to evaluate the strength of the hypothesized relationships, if any, among the constructs, which include Ease of use and Trust as intervening variables, and Customer Satisfaction as the dependent variable. The results provide support of the expectation model. This study contributes to the literature by formulating and validating trust and ease of use model to increase customer satisfaction, and its findings provide useful information for bank management in formulating internet banking.