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Online banking services: a meta-analytic review and assessment of the impact of antecedents and consequents on satisfaction
Journal of Financial Services Marketing Pub Date : 2018-10-31 , DOI: 10.1057/s41264-018-0059-4
Fernando de Oliveira Santini , Wagner Junior Ladeira , Claudio Hoffmann Sampaio , Marcelo Gattermann Perin

This paper provides a meta-analysis of the generalizations in the relationships between the antecedents and consequents of satisfaction with online banking services. In total, 118 observations were analysed, with a sample of 49,607 respondents in 39 published articles from studies indexed in ten databases (Jstor, Emerald, PsycINFO, Taylor & Francis, Elsevier Science Direct, Scopus, ProQuest, SciELO, Google Scholar and EBSCO). Specifically, for the data analysis, we used the correlation coefficient r (plus χ2, f test, t test, z test and β values). The results showed that constructs related to uncertainty, as evoked by online devices, system performance, quality of device content and online banking device structures, are significant and positive antecedents of consumer satisfaction. We also found that satisfaction with online banking services promotes trust and loyalty. Finally, we also detected that the relationship between reliability, satisfaction and service quality is stronger among Western banking consumers.

中文翻译:

网上银行服务:对前因和结果对满意度的影响的荟萃分析评估和评估

本文提供了对在线银行服务的前因和结果之间关系的概括的元分析。总共分析了118个观察结果,从10个数据库(Jstor,Emerald,PsycINFO,Taylor&Francis,Elsevier Science Direct,Scopus,ProQuest,SciELO,Google Scholar和EBSCO)中检索的39篇研究中的49,607名受访者样本中进行了抽样。具体而言,对于数据分析,我们使用了相关系数r(加上χ2,f检验,t检验,z检验和β值)。结果表明,在线设备,系统性能,设备内容的质量和在线银行设备结构所引起的与不确定性相关的构造是消费者满意度的重要且积极的先决条件。我们还发现,对在线银行服务的满意度促进了信任和忠诚度。最后,我们还发现,在西方银行消费者中,可靠性,满意度和服务质量之间的关系更强。
更新日期:2018-10-31
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