Abstract
The purpose of the research is to analyze factors of serviceability and reliability that could influence internet banking customer satisfaction in China. Moreover, the paper also tries to explain the relationship among serviceability, reliability and customer satisfaction, and to find some major variables for keeping high level internet banking customer satisfaction. The data demonstrated that serviceability and reliability have direct and significant effect to online banking customer satisfaction in the Chinese banking sector. Finally, it is observed that convenience, comfortable, empathy, privacy, security and assurance are key factors to affect customer satisfaction in the internet banking sector. After the validation of measurement scales, the hypotheses are contrasted through structural modeling. The authors validate the hypotheses and a measurement model. The paper proposes a model for analyzing empirically the link among serviceability, reliability and customer satisfaction in Chinese internet banking industry.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
