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The Factors Impact Customer Satisfaction in Online Banking Sector: The Chinese Perspective

机译：中国视角下影响网上银行客户满意度的因素

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摘要

The purpose of this research is to study factors that may influence customer satisfaction in online banking sector in China. Moreover, the paper also aims to understand the relationship between customer satisfaction and website quality, and to find some major factors for keeping high level customer satisfaction in online banking sector. The paper describes the positive effect of website quality about customer satisfaction in online banking sector. After the validation of measurement scales, the hypothesis is contrasted through structural modeling. Finally, the authors validate the hypothesis and a measurement model in the paper. The data showed that website quality have direct and significant effect to customer satisfaction in online banking sector. Besides this, the authors found that some factors are positively related to customer satisfaction. Finally, it is observed that efficiency, interactivity, security, information, ease of use and content are major factors to affect customer satisfaction in the online banking sector. This study proposes a model for analyzing empirically the link between website quality and customer satisfaction in the online banking sector.
机译：本研究的目的是研究可能影响中国在线银行业客户满意度的因素。此外，本文还旨在了解客户满意度与网站质量之间的关系，并找到一些保持在线银行业高水平客户满意度的主要因素。本文描述了网站质量对在线银行业客户满意度的积极影响。在验证量表后，通过结构建模来对比该假设。最后，作者验证了本文的假设和衡量模型。数据表明，网站质量对在线银行部门的客户满意度有直接而显着的影响。除此之外，作者还发现一些因素与客户满意度呈正相关。最后，可以观察到效率，交互性，安全性，信息，易用性和内容是影响在线银行部门客户满意度的主要因素。这项研究提出了一个模型，用于对在线银行业中网站质量和客户满意度之间的联系进行经验分析。

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