Measuring User-Perceived Characteristics for Banking Services
Proposing a Methodology
Bibliographic Data
| ID | 15513830 |
|---|---|
| Authors | Olga Vl Bitkina (Incheon National University), Jaehyun Park (0000-0003-2829-2781, Incheon National University, corresponding author), Hyun K Kim (0000-0002-5192-9405, Kwangwoon University, corresponding author) |
| Year | 2022 |
| Volume | 19 |
| Issue | 4 |
| Pages | 2358-2358 |
| Publication date | 2022-02-18 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | International Journal of Environmental Research and Public Health (JOURNAL) |
| Journal identifiers | ISSN: 1661-7827 • E-ISSN: 1660-4601 |
| Publisher | Multidisciplinary Digital Publishing Institute (PUBLISHER • CH) |
| DOI | 10.3390/ijerph19042358 |
| PMID | 35206548 |
| OpenAlex | W4213284148 |
| Language | EN |
| References cited | 60 |
With the continuous technological enhancement of banking services, customers can avail of better, more secure services which present improved opportunities and convenience. Of the many methods available to perform banking operations, customers commonly use traditional banking, online banking, and mobile banking. Each of these existing methods has advantages and limitations that affect customer experience, trust, satisfaction, and continued intention to use such services. In this study, an attempt was made to develop and fit a model to evaluate and measure the effect of perceived characteristics on banking services. To this end, a questionnaire was administered to 91 participants in Korea to investigate their experiences in the three types of services: offline banking (traditional banking), online banking, and automated teller machines (ATM). The factor design for evaluating the user experience through the perceived characteristics of the banking system was performed by conducting exploratory and confirmatory factor analyses. The proposed model exhibited validity and reliability to evaluate the user experience in the banking system. The results obtained can help banking specialists and professionals increase the level of customers' trust, loyalty, and intention to use their services
Business · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Technology Adoption and User Behaviour
Exploratory Factor Analysis
Trust, control strategies and allocation of function in human-machine systems
An empirical examination of factors influencing the intention to use mobile payment
Intentions to Use Mobile Services
How to analyze Likert and other rating scale data
Trust in Automation
Factor Analytic Models
Understanding Service Convenience
Reporting Analyses of Covariance Structures
Trust in Automation
Trust and TAM in Online Shopping
User Acceptance of Computer Technology
The Application of Electronic Computers to Factor Analysis
Empirical study on Chinese tourists’ perceived trust and intention to use biometric technology
How destination image and evaluative factors affect behavioral intentions
| Highly cited | No |
|---|