Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective

Interacting with Computers - Tập 21 Số 5-6 - Trang 385-392 - 2009
Kun Chang Lee1, Namho Chung2
1SKK Business School and Department of Interaction Science, Sungkyunkwan University, Seoul 110-745, Republic of Korea
2College of Hotel and Tourism Management, Kyung Hee University, Seoul 130-701, Republic of Korea#TAB#

Tóm tắt

Từ khóa


Tài liệu tham khảo

Aladwani, 2002, Developing and validating an instrument for measuring user perceived web quality, Information & Management, 39, 467, 10.1016/S0378-7206(01)00113-6

Anderson, 1993, The antecedents and consequences of consumer satisfaction for firms, Management Science, 12, 125

Ba, 2002, Evidence of the effect of trust building technology in electronic markets: price premiums and buyer behavior, MIS Quarterly, 26, 243, 10.2307/4132332

Bank of Korea. 2008. 1st Quarter Internet Banking Usage State in Korea, 2008.4.24. <http://www.bok.or.kr>.

Bharati, 2004, An empirical investigation of decision-making satisfaction in web-based decision support systems, Decision Support Systems, 37, 187, 10.1016/S0167-9236(03)00006-X

Chin, 1988, The partial least squares approach to structural equation modeling

Delone, 1992, Information systems success: the quest for the dependent variable, Information Systems Research, 3, 60, 10.1287/isre.3.1.60

Delone, 2003, The DeLone and McLean model of information systems success: a ten-year update, Journal of Management Information Systems, 19, 9, 10.1080/07421222.2003.11045748

Doll, 2004, The meaning and measurement of user satisfaction: a multigroup invariance analysis of the end user computing satisfaction instrument, Journal of Management Information Systems, 21, 227, 10.1080/07421222.2004.11045789

Everard, 2006, How presentation flaws affect perceived site quality, trust, and intention to purchase from and online store, Journal of Management Information Systems, 22, 55, 10.2753/MIS0742-1222220303

Fornell, 1981, Two structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 18, 39, 10.2307/3151312

Fung, R.K.K., Lee, M.K.O., 1999. EC-trust: exploring the antecedent factors. In: Haseman, W.D., Nazareth, D.L. (Eds.), Proceedings of the Fifth Americas Conference on Information Systems, August 13–15, pp. 517–519.

Gallagher, 1974, Perceptions of the value of management information system, Academy of Management Journal, 17, 46, 10.2307/254770

Ganesan, 1994, Determinants of long-term orientation in buyer-seller relationships, Journal of Marketing, 58, 1, 10.2307/1252265

Garbarino, 1999, The different roles of satisfaction, trust, and commitment in customer relationships, Journal of Marketing, 63, 70, 10.2307/1251946

Gefen, 2002, Customer loyalty in e-commerce, Journal of the AIS, 3, 27

Genfen, 2003, Trust and TAM in online shopping and integrated model, MIS Quarterly, 27, 51, 10.2307/30036519

Holmes, 1991, Trust and the appraisal process in close relationships, vol. 2, 57

Jarvenpaa, 1997, Consumer reactions to electronic shopping on the world wide web, International Journal of Electronic Commerce, 1, 59, 10.1080/10864415.1996.11518283

Jarvenpaa, 2000, Consumer trust in an Internet store, Information Technology and Management., 1, 45, 10.1023/A:1019104520776

Kahneman, 1986, Norm theory: comparing reality to its alternatives, Psychological Review, 93, 136, 10.1037/0033-295X.93.2.136

Kim, 2003, Trust-related arguments in Internet stores: a framework for evaluation, Journal of Electronic Commerce Research, 4, 49

Kim, 2008, Understanding dynamics between initial trust and usage intention of mobile banking, Information Systems Journal

Kohli, 2004, Understanding determinants of online consumer satisfaction: a decision process perspective, Journal of Management Information Systems, 21, 115, 10.1080/07421222.2004.11045796

Kumar, 1996, The power of trust in manufacturer-retailer relationships, Harvard Business Review, 74, 93

Laforet, 2005, Consumers’ attitudes towards online and mobile banking in China, International Journal of Bank Marketing, 23, 362, 10.1108/02652320510629250

Laukkanen, 2007, Internet vs Mobile banking: comparing customer value perceptions, Business Process Management, 13, 788, 10.1108/14637150710834550

Laukkanen, 2005, Consumer value creation in mobile banking services, International Journal of Mobile Communications, 3, 325, 10.1504/IJMC.2005.007021

Lee, 2003, The contribution of commitment value in Internet commerce: an empirical investigation, Journal of the Association for Information Systems, 4, 39, 10.17705/1jais.00029

Liu, 2000, Exploring the factors associated with web sith success in the context of electronic commerce, Information & Management, 38, 421

Lohse, 1998, Electronic shopping, Communications of the ACM, 41, 81, 10.1145/278476.278491

Luarn, 2004, Toward an understanding of the behavioral intention to use mobile banking, Computers in Human Behavior, 21, 873, 10.1016/j.chb.2004.03.003

Mallat, 2004, Mobile banking services, Communications of the ACM, 47, 42, 10.1145/986213.986236

McKnight, 2002, The impact of initial consumer trust on intentions to transact with a web site: a trust building model, Journal of Strategic Information Systems, 11, 297, 10.1016/S0963-8687(02)00020-3

McKnight, 2002, Developing and validating trust measures for e-commerce: an integrative typology, Information Systems Research, 13, 334, 10.1287/isre.13.3.334.81

Milne, 1999, Trust and concern in consumers’ perceptions of marketing information management practices, Journal of Interactive Marketing, 13, 5, 10.1002/(SICI)1520-6653(199924)13:1<5::AID-DIR2>3.0.CO;2-9

Misic, 1999, Benchmarking a tool for web site evaluation and improvement, Internet Research, 9, 383, 10.1108/10662249910297787

Morgan, 1994, The commitment-trust theory of relationship marketing, Journal of Marketing, 58, 20, 10.2307/1252308

Mullen, 1995, Diagnosing measurement equivalence in cross-national research, Journal of International Business Studies, 26, 573, 10.1057/palgrave.jibs.8490187

Palmer, 2002, Web site usability, design, and performance metrics, Information Systems Research, 13, 151, 10.1287/isre.13.2.151.88

Pennington, 2003, The role of system trust in business-to-consumer transactions, Journal of Management Information Systems, 20, 197, 10.1080/07421222.2003.11045777

Rajnish, T., Stephan, B., Cornelius, H., 2007. Mobile services in banking sector: the role of innovative business solutions in generating competitive advantage. In: Proceedings of the International Research Conference on Quality, Innovation and Knowledge Management, New Delhi, pp. 886–894.

Riivari, 2005, Mobile banking: a powerful new marketing and CRM tool for financial services companies all over Europe, Journal of Financial Services Marketing, 10, 11, 10.1057/palgrave.fsm.4770170

Schacklett, 2000, Nine ways to create a retail environment on your web site, Credit Union Magazine, 12

Scornavacca, 2004, M-banking services in Japan: a strategic perspective, International Journal of Mobile Communications, 2, 51, 10.1504/IJMC.2004.004487

Singh, 1995, Measurement issues in cross national research, Journal of International Business Studies, 26, 597, 10.1057/palgrave.jibs.8490188

Smith, 1997, The effects of organizational differences and trust on the effectiveness of selling partner relationships, Journal of Marketing, 61, 3, 10.2307/1252186

Stewart, 2003, Trust transfer on the world wide web, Organization Science, 14, 5, 10.1287/orsc.14.1.5.12810

Suoranta, 2004, Mobile banking and consumer behaviour: new insights into the diffusion pattern, Journal of Financial Services Marketing, 8, 354, 10.1057/palgrave.fsm.4770132

Wang, 2008, Assessing eGovernment systems success: a validation of the DeLone and McLean model of information systems success, Government Information Quarterly, 25, 717, 10.1016/j.giq.2007.06.002

Yoon, 2002, The antecedents and consequences of trust in online-purchase decisions, Journal of Interactive Marketing, 16, 47, 10.1002/dir.10008

Zviran, 2003, Measuring IS user satisfaction: review and implications, Communications of the AIS, 12, 81

Zviran, 2006, User satisfaction from commercial web site: the effect of design and use, Information & management, 43, 157, 10.1016/j.im.2005.04.002