Validating the EUCS Model to Measure the Level of Satisfaction of Internet Users in Local Banks in Italy

In this study, the EUCS model has been used for measuring online banking user satisfaction in the local banking sector. The authors focused on Italian co-operative banks. The study involved the submission of a questionnaire to a sample of 600 retail consumers of small-sized co-operative banks. The model was tested with SEM techniques. The findings reinforce EUCS theory for internet banking satisfaction with large sample size, and provide evidence about the psychometric stability of the EUCS tool for measuring online banking user satisfaction in the local banking setting. The study will be useful to policy makers and banks to better understand why internet banking is not the favoured channel for service delivery in Italy and which are the main factors able to increase the acceptance of the online banking channel.

[1]  Prodromos D. Chatzoglou,et al.  Hospital information systems: Measuring end user computing satisfaction (EUCS) , 2012, J. Biomed. Informatics.

[2]  Ali F. Farhoomand,et al.  On end-user computing satisfaction , 1991 .

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

[4]  William J. Doll,et al.  A Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument , 1994, MIS Q..

[5]  Shaohan Cai,et al.  The key determinants of Internet banking service quality: a content analysis , 2001 .

[6]  W. Frame,et al.  The Effect of Credit Scoring on Small Business Lending in Low- and Moderate-Income Areas , 2001 .

[7]  Marjan S. Jalali,et al.  A metacognitive decision making based framework for bank customer loyalty measurement and management , 2015 .

[8]  Hameedah Sayani,et al.  Customer satisfaction and loyalty in the United Arab Emirates banking industry , 2015 .

[9]  Ali Azadeh,et al.  An empirical study of the end-user satisfaction with information systems using the Doll and Torkzadeh instrument , 2009, Int. J. Bus. Inf. Syst..

[10]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[11]  B. Marakarkandy,et al.  Re‐examining and empirically validating the End User Computing Satisfaction models for satisfaction measurement in the internet banking context , 2013 .

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

[13]  F. Mccann,et al.  Firm size, credit scoring accuracy and banks’ production of soft information , 2015 .

[14]  George J. Avlonitis,et al.  Customer defection in retail banking: Attitudinal and behavioural consequences of failed service quality , 2015 .

[15]  Sammy W. Pearson,et al.  Development of a Tool for Measuring and Analyzing Computer User Satisfaction , 1983 .

[16]  Timothy Paul Cronan,et al.  On the Repeated Test-Retest Reliability of the End-User Computing Satisfaction Instrument: A Comment* , 1994 .

[17]  M. Minor,et al.  Beyond loyalty: customer satisfaction, loyalty, and fortitude , 2013 .

[18]  M. Al-hawari.  How the personality of retail bank customers interferes with the relationship between service quality and loyalty , 2015 .

[19]  Dennis Glennon,et al.  The Information Revolution and Small Business Lending: The Missing Evidence , 2010, Journal of Financial Services Research.

[20]  Vinita Kaura,et al.  Antecedents of customer satisfaction: a study of Indian public and private sector banks , 2013 .

[21]  Euphemia F T Yuen,et al.  The effect of retail service quality and product quality on customer loyalty , 2010 .

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

[23]  D. Betsy McCoach,et al.  The Performance of RMSEA in Models With Small Degrees of Freedom , 2015 .

[24]  Yu-Qian Zhu,et al.  Service Fairness and Customer Satisfaction in Internet Banking: Exploring the Mediating Effects of Trust and Customer Value , 2012, Internet Res..

[25]  Tor J. Larsen,et al.  A cross-cultural analysis of the end-user computing satisfaction instrument: A multi-group invariance analysis , 2008, Inf. Manag..

[26]  Detmar W. Straub,et al.  Validation in Information Systems Research: A State-of-the-Art Assessment , 2001, MIS Q..

[27]  Andreas Herrmann,et al.  Antecedents of Customer Loyalty — Findings of a Causal Analytical Study in the Retail Bank Sector , 2002 .

[28]  Allen N. Berger,et al.  Do Small Businesses Still Prefer Community Banks , 2013 .

[29]  W. Scott Frame,et al.  Credit Scoring and the Availability of Small Business Credit in Low‐ and Moderate‐Income Areas , 2004 .

[30]  Celso Augusto de Matos,et al.  The influence of personal values and demographic variables on customer loyalty in the banking industry , 2015 .

[31]  G. Mcdougall,et al.  Determinants of customer satisfaction in retail banking , 1996 .

[32]  S. C. Fong,et al.  Accounting Information Systems End-User Satisfaction: Evidence of Hong Kong Housing Authority , 2014 .

[33]  Sankar Krishnan,et al.  The Power of Mobile Banking: How to Profit from the Revolution in Retail Financial Services , 2014 .

[34]  Lei-da Chen,et al.  Measuring user satisfaction with data warehouses: an exploratory study , 2000, Inf. Manag..

[35]  Matthew K. O. Lee,et al.  A proposed model and measurement instrument for the formation of IS satisfaction: the case of end-user computing satisfaction , 2000, ICIS.

[36]  João J. M. Ferreira,et al.  Integrating Metacognitive and Psychometric Decision-Making Approaches for Bank Customer Loyalty Measurement , 2016, Int. J. Inf. Technol. Decis. Mak..

[37]  E. Anderson,et al.  The Antecedents and Consequences of Customer Satisfaction for Firms , 1993 .

[38]  Christy M. K. Cheung,et al.  Working Papers on Information Systems Research Framework for Consumer Satisfaction with Internet Shopping Research Framework for Consumer Satisfaction with Internet Shopping , 2022 .

[39]  M. Colgate,et al.  An investigation into the switching process in retail banking services , 2001 .

[40]  Chung-Kuang Hou,et al.  Examining the effect of user satisfaction on system usage and individual performance with business intelligence systems: An empirical study of Taiwan's electronics industry , 2012, Int. J. Inf. Manag..

[41]  Yi-Shun Wang,et al.  An Instrument for Measuring Customer Satisfaction Toward Web Sites That Market Digital Products and Services , 2001, J. Electron. Commer. Res..

[42]  Chung-Tzer Liu,et al.  Validating the End-User Computing Satisfaction Instrument for Online Shopping Systems , 2008, J. Organ. End User Comput..

[43]  Jorge Brusa,et al.  Validating the End-User Computing Satisfaction Survey Instrument in Mexico , 2006, Int. J. Technol. Hum. Interact..

[44]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[45]  M. Durkin,et al.  A socio-technical perspective on social media adoption: a case from retail banking , 2015 .

[46]  Heikki Karjaluoto,et al.  The measurement of end‐user computing satisfaction of online banking services: empirical evidence from Finland , 2006 .

[47]  Toni M. Somers,et al.  Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument: Replication within an ERP Domain , 2003, Decis. Sci..

[48]  K. Schermelleh-Engel,et al.  Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures. , 2003 .

[49]  Lin Zhang,et al.  Measuring User Satisfaction of Networked Software Based on User Behavior , 2009, 2009 WRI World Congress on Software Engineering.

[50]  Mohd Zulkeflee Abd Razak,et al.  Journal of Internet Banking and Commerce End-user Computing Satisfaction (eucs) towards Computerised Accounting System (cas) in Public Sector: a Validation of Instrument , 2022 .

[51]  Timothy Paul Cronan,et al.  A Comparison of Surrogate Success Measures in Ongoing Representation Decision Support Systems: An Extension to Simulation Technology , 2001, J. Organ. End User Comput..

[52]  J. Bowen,et al.  The relationship between customer loyalty and customer satisfaction , 2001 .

[53]  Allen N. Berger,et al.  A more complete conceptual framework for SME finance , 2006 .

[54]  Richard A. Spreng,et al.  Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination , 1997 .

[55]  Ali F. Farhoomand,et al.  A structural model of end user computing satisfaction and user performance , 1996, Inf. Manag..

[56]  Dwayne D. Gremler,et al.  Understanding Relationship Marketing Outcomes , 2002 .

[57]  Prashant C. Palvia,et al.  A model and instrument for measuring small business user satisfaction with information technology , 1996, Inf. Manag..

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

[59]  Barbara S. Chaparro,et al.  Using the End-User Computing Satisfaction (EUCS) Instrument to Measure Satisfaction with a Web Site , 2005, Decis. Sci..