NDLI: The moderating effect of user experience on satisfaction with electronic banking: empirical evidence from the Spanish case

Content Provider	Springer Nature Link
Author	Liébana Cabanillas, Francisco Muñoz Leiva, Francisco Sánchez Fernández, Juan Viedma del Jesús, María I.
Copyright Year	2015
Abstract	The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users—a topic of great interest to financial institutions as they formulate business strategies. In this context, we analyze the possible moderating effect of user experience with the products of a specific institution. A comprehensive review of the scientific literature justified the development of a behavioral model that explains satisfaction using a set of constructs or endogenous variables and the moderating effect of experience. Data was collected from a self-administered Web survey in the authenticated section of the electronic banking service of a prestigious Spanish National financial institution. The analysis tests the relationship between the proposed variables (ease of access, trust, ease of use and usefulness) and demonstrates the moderating effect of electronic banking experience on them. The study was limited to the data of a single financial institution. Caution should therefore be exercised in generalizing the results. The research results provide a number of valuable conclusions for financial institutions. This paper is a pioneer study of satisfaction with electronic banking, especially with regard to the causal relationships between satisfaction and its main determinants.
Starting Page	141
Ending Page	165
Page Count	25
File Format	PDF
ISSN	16179846
Journal	Information Systems and e-Business Management
Volume Number	14
Issue Number	1
e-ISSN	16179854
Language	English
Publisher	Springer Berlin Heidelberg
Publisher Date	2015-02-28
Publisher Place	Berlin, Heidelberg
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Electronic banking Satisfaction Moderating effect of experience IT in Business Information Systems Applications (incl. Internet) Management
Content Type	Text
Resource Type	Article
Subject	Information Systems

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
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9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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