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

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Book cover Advances in Control and Communication

Part of the book series: Lecture Notes in Electrical Engineering ((LNEE,volume 137))

Abstract

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.

Sponsored by Research Funds of China University of Petroleum-Beijing.

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Authors and Affiliations

  1. School of Business Administration, China University of Petroleum Beijing, Changping, Beijing, China

    Zhengwei Ma

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  1. Zhengwei Ma
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Correspondence to Zhengwei Ma .

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Editors and Affiliations

  1. Shenzhen University, Guangdong, 518060, China, People's Republic

    Dehuai Zeng

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Ma, Z. (2012). The Factors Impact Customer Satisfaction in Online Banking Sector: The Chinese Perspective. In: Zeng, D. (eds) Advances in Control and Communication. Lecture Notes in Electrical Engineering, vol 137. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-26007-0_77

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  • DOI: https://doi.org/10.1007/978-3-642-26007-0_77

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  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-26006-3

  • Online ISBN: 978-3-642-26007-0

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