What factors drive corporate customer satisfaction with e-banking services

Due to the burgeoning development of electronic commerce (e-commerce),the broader applications of emerging service—Internet baking (e-banking) services have been introduced and provided by financial holding companies or banks at an accelerating rate in recent years since they can provide efficient, reliable, securable, and convenient financial services, such as online payment, deposit/loan, trading, and clearing/settlement, via electronic channels (e-channels, e.g., Internet and phone) for customers. E-banking services not only can create new competitive advantages, perhaps, but also can improve their relationships with customers for banks. Obviously, e-banking can offer better services required by corporations and individuals, it could be a strategic niche no matter for banks or their customers. Conceivably, how to implement e-banking successfully is becoming a critical management issue. Unfortunately, research pays scarce attentions on what factors drive success of e-banking, particularly from corporate customers’ perspective. For the reason, this paper attempts to explore what factors affect corporate customer satisfaction with e-banking (CCSEB) which is one surrogate variable of success of e-banking services. Based on a survey of 178 respondents collected from Taiwan companies, the results support that environmental, organizational, and globalization factors will affect customer satisfaction with e-banking significantly. Furthermore, there exist a reciprocal relationship between customer satisfaction and post-usage favorite behavior. We believe the results and findings proposed in this paper not only can offer in-depth insights for practitioners about how to implement e-banking successfully, but also can be further directions for researchers interested in designing related theories.

[1]  J. Kimberly,et al.  Hospital adoption of innovation: the role of integration into external informational environments. , 1978, Journal of health and social behavior.

[2]  E. O'Connor,et al.  Gaining Advanced Manufacturing Technologies' Benefits: The Roles of Organization Design and Culture , 1992 .

[3]  Craig C Julian,et al.  The Role of Customer‐contact Personnel in the Marketing of a Retail Bank′s Services , 1994 .

[4]  J. Sharp,et al.  The role of internationalization in explaining innovation performance , 2008 .

[5]  Heikki Karjaluoto,et al.  Electronic banking in Finland: Consumer beliefs and reactions to a new delivery channel , 2002 .

[6]  Gregory G. Dess,et al.  Clarifying the Entrepreneurial Orientation Construct and Linking It To Performance , 1996 .

[7]  Craig A. Conrad.  Market orientation and the innovative culture: a preliminary empirical examination , 1999 .

[8]  T. Sung.  E-commerce critical success factors: East vs. West , 2004 .

[9]  M. Sadiq Sohail,et al.  E-Banking and Customer Preferences in Malaysia: An Empirical Investigation , 2003, Inf. Sci..

[10]  J. Thong,et al.  CEO characteristics, organizational characteristics and information technology adoption in small businesses , 1995 .

[11]  A. Riahi‐Belkaoui,et al.  Internationalization, diversification strategy and ownership structure: Implications for French MNE performance , 1996 .

[12]  José Antonio Belso-Martínez,et al.  Do Industrial Districts Influence Export Performance and Export Intensity? Evidence for Spanish Smes' Internationalization Process , 2006 .

[13]  Berendien Anna Lubbe.  The effect of Internet apprehension and website satisfaction on air travellers’ adoption of an airline's website , 2007 .

[14]  Andreas Bausch,et al.  The effect of context-related moderators on the internationalization-performance relationship: Evidence from meta-analysis , 2007 .

[15]  B. Schneider,et al.  The service organization: Human resources management is crucial , 1993 .

[16]  Ephraim R. McLean,et al.  The DeLone and McLean Model of Information Systems Success: A Ten-Year Update , 2003, J. Manag. Inf. Syst..

[17]  Mary Jo Bitner,et al.  Technology infusion in service encounters , 2000 .

[18]  David E. McNabb,et al.  Culture, Climate, and Total Quality Management: Measuring Readiness for Change , 1995 .

[19]  Ahmet E. Kocagil,et al.  Portfolio choice of government incentives: the case of commercialization of a new coal-based technology , 1997 .

[20]  J. L. Naman,et al.  Entrepreneurship and the concept of fit: A model and empirical tests , 1993 .

[21]  T. Mitchell.  An Evaluation of the Validity of Correlational Research Conducted in Organizations , 1985 .

[22]  A. Griffin.  PDMA Research on New Product Development Practices: Updating Trends and Benchmarking Best Practices , 1997 .

[23]  Blake Ives,et al.  Executive Involvement and Participation in the Management of Information Technology , 1991, MIS Q..

[24]  Andrew B. Whinston,et al.  Research Commentary: Introducing a Third Dimension in Information Systems Design - The Case for Incentive Alignment , 2001, Inf. Syst. Res..

[25]  G. Quesada,et al.  Customer satisfaction using QFD: an e‐banking case , 2004 .

[26]  G. Lawrence Sanders,et al.  Implementation and structural variables , 1986, Inf. Manag..

[27]  Fred D. Davis,et al.  User Acceptance of Computer Technology: A Comparison of Two Theoretical Models , 1989 .

[28]  Karin Klenke,et al.  Construct Measurement in Management Information systems: A Review and Critique of User Satisfaction , 1992 .

[29]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[30]  S. Harris,et al.  Creating Readiness for Organizational Change , 1993 .

[31]  Shaker A. Zahra,et al.  A Conceptual Model of Entrepreneurship as Firm Behavior: A Critique and Extension , 1993 .

[32]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[33]  J. Kolodinsky,et al.  The adoption of electronic banking technologies by US consumers , 2004 .

[34]  M R Crum,et al.  AN ASSESSMENT OF MOTOR CARRIER ADOPTION, USE, AND SATISFACTION WITH EDI , 1996 .

[35]  William J. Doll,et al.  The Measurement of End-User Computing Satisfaction , 1988, MIS Q..

[36]  T. S. Robertson,et al.  Technology Diffusion: An Empirical Test of Competitive Effects , 1989 .

[37]  Peter E.D. Love,et al.  Current and future directions of multimedia technology in business , 1999 .

[38]  P. A. Dabholkar.  Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality , 1996 .

[39]  Olivia R. Liu Sheng,et al.  Examining the Technology Acceptance Model Using Physician Acceptance of Telemedicine Technology , 1999, J. Manag. Inf. Syst..

[40]  J. Cantwell,et al.  Multinationality and firm growth , 1993 .

[41]  J. M. Geringer,et al.  Measuring Performance of International Joint Ventures , 1991 .

[42]  C. Baden‐Fuller,et al.  Creating corporate entrepreneurship , 1994 .

[43]  Patrick Ibbotson,et al.  E‐banking and the SME/bank relationship in Northern Ireland , 2003 .

[44]  Sam Beldona,et al.  Multinationality-Performance Relationship: A Review and Reconceptualization , 2000 .

[45]  James H. Gerlach,et al.  Perceived risk and e-banking services: An analysis from the perspective of the consumer , 2005 .

[46]  Tsuneo Nakahara,et al.  Innovation in a Borderless World Economy , 1997 .

[47]  Michael J. Ginzberg,et al.  Key Recurrent Issues in the MIS Implementation Process , 1981, MIS Q..

[48]  Robert W. Zmud,et al.  Behavioral Intention Formation in Knowledge Sharing: Examining the Roles of Extrinsic Motivators, Social-Psychological Factors, and Organizational Climate , 2005, MIS Q..

[49]  D. Sandy Staples,et al.  The use of collaborative electronic media for information sharing: an exploratory study of determinants , 2000, J. Strateg. Inf. Syst..

[50]  Jay Kandampully,et al.  Competitive advantage through anticipation, innovation and relationships , 1999 .

[51]  Youngbae Kim,et al.  R&D project team climate and team performance in Korea: A multidimensional approach , 1995 .

[52]  Adel M. Aladwani.  Online banking: a field study of drivers, development challenges, and expectations , 2001, Int. J. Inf. Manag..

[53]  P. P. McDougall,et al.  New venture internationalization, strategic change, and performance: A follow-up study , 1996 .

[54]  Maarten Gelderman,et al.  The relation between user satisfaction, usage of information systems and performance , 1998, Inf. Manag..

[55]  Gregory G. Dess,et al.  Measuring organizational performance in the absence of objective measures: The case of the privately-held firm and conglomerate business unit , 1984 .

[56]  Balachandran Shanmugham,et al.  E-Banking and Customer Preferences in Malaysia: An Empirical Investigation , 2003 .

[57]  Pratibha A. Dabholkar,et al.  Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes , 1994 .

[58]  Huaiqing Wang,et al.  The adoption of virtual banking: an empirical study , 1999 .

[59]  Anders Gustafsson,et al.  The impact of quality practices on customer satisfaction and business results: product versus service organizations , 2001 .

[60]  Daniel J. Koys,et al.  Inductive Measures of Psychological Climate , 1991 .

[61]  William H. DeLone.  Determinants of Success for Computer Usage in Small Business , 1988, MIS Q..

[62]  J. Bowen,et al.  Increasing service quality in retail banking , 1993 .

[63]  Hollister B. Sykes,et al.  Corporate venturing obstacles: Sources and solutions , 1989 .

[64]  M. Sathye.  Adoption of Internet banking by Australian consumers: an empirical investigation , 1999 .

[65]  Tan Wee Liang,et al.  The key success factors, distinctive capabilities, and strategic thrusts of top SMEs in Singapore , 2001 .

[66]  A. Lederer,et al.  An Instrument for Assessing the Organizational Benefits of IS Projects , 1998 .

[67]  Blake Ives,et al.  The measurement of user information satisfaction , 1983, CACM.

[68]  N. Jimmieson,et al.  The Impact of Organizational Culture and Reshaping Capabilities on Change Implementation Success: The Mediating Role of Readiness for Change , 2005 .

[69]  Chee-Sing Yap,et al.  Top Management Support, External Expertise and Information Systems Implementation in Small Businesses , 1996, Inf. Syst. Res..

[70]  Michael Tow Cheung,et al.  Internet-based e-banking and consumer attitudes: an empirical study , 2002, Inf. Manag..

[71]  L. Eby,et al.  Perceptions of Organizational Readiness for Change: Factors Related to Employees' Reactions to the Implementation of Team-Based Selling , 2000 .

[72]  John C. Narver,et al.  Market Orientation and the Learning Organization , 1995 .

[73]  D. Campbell,et al.  Convergent and discriminant validation by the multitrait-multimethod matrix. , 1959, Psychological bulletin.

[74]  James A. Roberts,et al.  Organizational variables, sales force perceptions of readiness for change, learning, and performance among boundary-spanning teams: A conceptual framework and propositions for research , 2004 .

[75]  Daniel P. Sullivan.  Measuring the Degree of Internationalization of a Firm , 1994 .

[76]  Chris Storey,et al.  Marketplace success factors for new financial services , 1993 .

[77]  Samuel B. Pond,et al.  The Importance of Employee Expectations in Organizational Diagnosis , 1984, The Journal of applied behavioral science.

[78]  Mosad Zineldin,et al.  Bank‐corporate client “partnership” relationship: benefits and life cycle , 1996 .

[79]  David J. Miller,et al.  The Correlates of Entrepreneurship in Three Types of Firms , 1983 .

[80]  Marla Royne Stafford.  Demographic discriminators of service quality in the banking industry , 1996 .

[81]  Chi-Shiun Lai,et al.  The effects of influence strategies on dealer satisfaction and performance in Taiwan's motor industry , 2007 .

[82]  David J. Teece,et al.  The Multinational Enterprise: Market Failure and Market Power Considerations , 2008 .

[83]  D. Leonard,et al.  The Role of Tacit Knowledge in Group Innovation , 1998 .

[84]  K. Tyler,et al.  UK bank‐corporate relationships: large corporates’ expectations of service , 1999 .

[85]  Cs Yap,et al.  Information systems success factors in small business , 1992 .

[86]  A. Athanassopoulos,et al.  Corporate customer behaviour towards financial services: empirical results from the emerging market of Greece , 1999 .

[87]  James J. Kennelly,et al.  Degree of Internationalization and Corporate Environmental Performance: Is There a Link? , 2002 .

[88]  C. K. Prahalad,et al.  Do you really have a global strategy , 1985 .

[89]  N. Mols,et al.  The behavioral consequences of PC banking , 1998 .

[90]  Donald Palmer.  Broken Ties: Interlocking Directorates and Intercorporate Coordination , 1983 .

[91]  Prashant C. Palvia,et al.  Developing and validating an instrument for measuring user-perceived web quality , 2002, Inf. Manag..

[92]  D. Slevin,et al.  A Conceptual Model of Entrepreneurship as Firm Behavior , 1991 .

[93]  S. Ray,et al.  Corporate Entrepreneurship: How? , 2006 .

[94]  T. D. Wilson,et al.  Business Use of The World Wide Web: a report on further investigations , 1998, Inf. Res..

[95]  William J. Doll,et al.  Test‐Retest Reliability of the End‐User Computing Satisfaction Instrument , 1991 .

[96]  Mosad Zineldin,et al.  Bank‐company interactions and relationships , 1995 .

[97]  Aodheen O'Donnell,et al.  Corporate banking in the UK: personal vs remote interaction , 2002 .

[98]  E. Daniel.  Provision of electronic banking in the UK and the Republic of Ireland , 1999 .

[99]  Mary Jo Bitner,et al.  Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .