{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,20]],"date-time":"2026-04-20T10:37:21Z","timestamp":1776681441678,"version":"3.51.2"},"reference-count":83,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2013,5,17]],"date-time":"2013-05-17T00:00:00Z","timestamp":1368748800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2013,5,17]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience with a specific institution's products.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>A comprehensive review of the scientific literature has justified the development of a behavioural model that explains satisfaction using a set of constructs or endogenous variables. Data was collected from a self\u2010administered web survey in the authenticated section of the electronic banking service of a prestigious financial institution.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The analysis tests the relationship between the proposed variables (accessibility, trust, ease of use and usefulness) and satisfaction with electronic banking.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>The study was limited to the data of a single financial institution. Caution should therefore be exercised in generalising the results. The research results provide a number of valuable conclusions for financial institutions.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This paper is a pioneer study of satisfaction with electronic banking, especially of the relationships between satisfaction and its main determinants.<\/jats:p><\/jats:sec>","DOI":"10.1108\/02635571311324188","type":"journal-article","created":{"date-parts":[[2013,5,15]],"date-time":"2013-05-15T12:30:09Z","timestamp":1368621009000},"page":"750-767","source":"Crossref","is-referenced-by-count":82,"title":["The determinants of satisfaction with e\u2010banking"],"prefix":"10.1108","volume":"113","author":[{"given":"Francisco","family":"Li\u00e9bana\u2010Cabanillas","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Francisco","family":"Mu\u00f1oz\u2010Leiva","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Francisco","family":"Rej\u00f3n\u2010Guardia","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022012620074060500_b1","doi-asserted-by":"crossref","unstructured":"Abdinnour\u2010Helm, S., Chaparro, B. and Farmer, S. (2005), \u201cUsing the end\u2010user computing satisfaction (EUCS) instrument to measure satisfaction with a web site\u201d, Decision Sciences, Vol. 36 No. 2, pp. 341\u2010364.","DOI":"10.1111\/j.1540-5414.2005.00076.x"},{"key":"key2022012620074060500_b2","doi-asserted-by":"crossref","unstructured":"Ahmad, A. and Al\u2010Zu'bi, H. (2011), \u201cE\u2010banking functionality and outcomes of customer satisfaction: an empirical investigation\u201d, International Journal of Marketing Studies, Vol. 3 No. 1, pp. 50\u201065.","DOI":"10.5539\/ijms.v3n1p50"},{"key":"key2022012620074060500_b3","doi-asserted-by":"crossref","unstructured":"Ald\u00e1s\u2010Manzano, J., Ruiz\u2010Mafe, C., Sanz\u2010Blas, S. and Lassala\u2010Navarr\u00e9, C. (2011), \u201cInternet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use\u201d, The Service Industries Journal, Vol. 31 No. 7, pp. 1165\u20101190.","DOI":"10.1080\/02642060903433997"},{"key":"key2022012620074060500_b4","doi-asserted-by":"crossref","unstructured":"Bart, Y., Shankar, V., Sultan, F. and Urban, G.L. (2005), \u201cAre the drivers and role of online trust the same for all web sites and consumers? A large\u2010scale exploratory empirical study\u201d, Journal of Marketing, Vol. 69, pp. 133\u2010152.","DOI":"10.1509\/jmkg.2005.69.4.133"},{"key":"key2022012620074060500_b5","unstructured":"Berrocal, M. (2009), Fidelizaci\u00f3n y Venta Cruzada, Informe Caja Castilla La Mancha."},{"key":"key2022012620074060500_b6","doi-asserted-by":"crossref","unstructured":"Bhattacherjee, A. (2001), \u201cAn empirical analysis of the antecedents of electronic commerce service continuance\u201d, Decision Support Systems, Vol. 32, pp. 201\u2010214.","DOI":"10.1016\/S0167-9236(01)00111-7"},{"key":"key2022012620074060500_b7","doi-asserted-by":"crossref","unstructured":"Bhattacherjee, A. and Premkumar, G. (2004), \u201cUnderstanding changes in beliefs and attitude toward information technology usage: a theoretical model and longitudinal test\u201d, MIS Quarterly, Vol. 28, June, pp. 229\u2010254.","DOI":"10.2307\/25148634"},{"key":"key2022012620074060500_b8","doi-asserted-by":"crossref","unstructured":"Bign\u00e9, J.E. and Blesa, A. (2003), \u201cMarket orientation, trust and satisfaction in dyadic relationships: a manufacturer\u2010retailer analysis\u201d, International Journal of Retail & Distribution Management, Vol. 31 No. 11, pp. 574\u2010590.","DOI":"10.1108\/09590550310503302"},{"key":"key2022012620074060500_b9","doi-asserted-by":"crossref","unstructured":"Bollen, K.A. (1989), Structural Equations with Latent Variables, Wiley, New York, NY.","DOI":"10.1002\/9781118619179"},{"key":"key2022012620074060500_b10","doi-asserted-by":"crossref","unstructured":"Campo, S. and Yag\u00fce, M.J. (2009), \u201cExploring non\u2010linear effects on tourist\u201d, The International Journal of Culture, Tourism and Hospitality Research, Vol. 3 No. 2, pp. 127\u2010138.","DOI":"10.1108\/17506180910962131"},{"key":"key2022012620074060500_b11","doi-asserted-by":"crossref","unstructured":"Cardozo, R. (1965), \u201cAn experimental study of consumer effort, expectations and satisfaction\u201d, Journal of Marketing Research, Vol. 2, August, pp. 244\u2010249.","DOI":"10.1177\/002224376500200303"},{"key":"key2022012620074060500_b12","doi-asserted-by":"crossref","unstructured":"Casal\u00f3, L., Flavi\u00e1n, C. and Guinal\u00edu, M. (2008), \u201cThe role of satisfaction and website usability in developing customer loyalty and positive word\u2010of\u2010mouth in the e\u2010banking services\u201d, International Journal of Bank Marketing, Vol. 26 No. 6, pp. 399\u2010417.","DOI":"10.1108\/02652320810902433"},{"key":"key2022012620074060500_b13","doi-asserted-by":"crossref","unstructured":"Cheong, J.H. and Park, M.C. (2005), \u201cMobile internet acceptance in Korea\u201d, Internet Research, Vol. 15, pp. 125\u2010140.","DOI":"10.1108\/10662240510590324"},{"key":"key2022012620074060500_b14","doi-asserted-by":"crossref","unstructured":"Chiou, J.S. (2004), \u201cThe antecedents of consumers' loyalty toward internet service providers\u201d, Information & Management, Vol. 41, pp. 685\u2010695.","DOI":"10.1016\/j.im.2003.08.006"},{"key":"key2022012620074060500_b15","doi-asserted-by":"crossref","unstructured":"Cyr, D. (2008), \u201cModeling website design across cultures: relationships to trust, satisfaction and e\u2010loyalty\u201d, Journal of Management Information Systems, Vol. 24 No. 4, pp. 47\u201072.","DOI":"10.2753\/MIS0742-1222240402"},{"key":"key2022012620074060500_b16","doi-asserted-by":"crossref","unstructured":"Davis, F.D. (1989), \u201cPerceived usefulness, perceived ease of use and user acceptance of information technology\u201d, MIS Quarterly, Vol. 13 No. 3, pp. 319\u2010340.","DOI":"10.2307\/249008"},{"key":"key2022012620074060500_b17","doi-asserted-by":"crossref","unstructured":"Davis, F.D., Bagozzi, R.P. and Warshaw, P.R. (1989), \u201cUser acceptance of computer technology: a comparison of two theoretical models\u201d, Management Science, Vol. 35 No. 8, pp. 982\u20101003.","DOI":"10.1287\/mnsc.35.8.982"},{"key":"key2022012620074060500_b18","unstructured":"Eid, M.I. (2011), \u201cDeterminants of e\u2010commerce customer satisfaction, trust, and loyalty in Saudi Arabia\u201d, Journal of Electronic Commerce Research, Vol. 12 No. 1, pp. 78\u201093."},{"key":"key2022012620074060500_b19","doi-asserted-by":"crossref","unstructured":"Fang, Y.H., Chiu, C.M. and Wang, E. (2011), \u201cUnderstanding customers' satisfaction and repurchase intentions: an integration of IS success model, trust, and justice\u201d, Internet Research, Vol. 21 No. 4, pp. 479\u2010503.","DOI":"10.1108\/10662241111158335"},{"key":"key2022012620074060500_b20","doi-asserted-by":"crossref","unstructured":"Featherman, M.S. and Pavlou, P.A. (2003), \u201cPredicting e\u2010services adoption: a perceived risk facets perspective\u201d, International Journal of Human\u2010Computer Studies, Vol. 59, pp. 451\u2010474.","DOI":"10.1016\/S1071-5819(03)00111-3"},{"key":"key2022012620074060500_b21","doi-asserted-by":"crossref","unstructured":"Flavi\u00e1n, C., Guinal\u00edu, M. and Gurrea, R. (2006), \u201cThe role placed by perceived usability, satisfaction and consumer trust on website loyalty\u201d, Information and Management, Vol. 43, pp. 1\u201014.","DOI":"10.1016\/j.im.2005.01.002"},{"key":"key2022012620074060500_b22","unstructured":"Fogg, B., Kameda, T., Boyd, J., Marshall, J., Sethi, R., Sockol, M. and Trowbridge, T. (2002), Credibility Study 2002: Investigating what Makes Web Sites Credible Today, A Research Report by the Stanford Persuasive Technology Lab & Makovsky & Company, Stanford University, Stanford, CA."},{"key":"key2022012620074060500_b23","doi-asserted-by":"crossref","unstructured":"Fonchamnyo, D.C. (2013), \u201cCustomers' perception of e\u2010banking adoption in Cameroon: an empirical assessment of an extended TAM\u201d, International Journal of Economics and Finance, Vol. 5 No. 1, pp. 166\u2010176.","DOI":"10.11114\/aef.v1i2.413"},{"key":"key2022012620074060500_b24","unstructured":"Fujitsu (2009), Soluciones para el Sector Bancario, Informe, Fujitsu."},{"key":"key2022012620074060500_b25","doi-asserted-by":"crossref","unstructured":"Ganesan, S. (1994), \u201cDeterminants of long\u2010term orientation in buyer\u2010seller orientation in buyer\u2010seller relationships\u201d, Journal of Marketing, Vol. 58, April, pp. 1\u201019.","DOI":"10.1177\/002224299405800201"},{"key":"key2022012620074060500_b26","doi-asserted-by":"crossref","unstructured":"Gefen, D. (2000), \u201cE\u2010commerce: the role of familiarity and trust\u201d, The International Journal of Management Science, Vol. 28, pp. 725\u2010737.","DOI":"10.1016\/S0305-0483(00)00021-9"},{"key":"key2022012620074060500_b27","doi-asserted-by":"crossref","unstructured":"Gefen, D., Karahanna, E. and Straub, D.W. (2003), \u201cInexperience and experience with online stores: the importance of TAM and trust\u201d, IEE Transactions on Engineering Management, Vol. 50, pp. 307\u2010321.","DOI":"10.1109\/TEM.2003.817277"},{"key":"key2022012620074060500_b28","unstructured":"Giese, J.L. and Cote, J.A. (2000), \u201cDefining consumer satisfaction\u201d, Academy of Marketing Science Review, Vol. 1, pp. 1\u201034."},{"key":"key2022012620074060500_b29","doi-asserted-by":"crossref","unstructured":"Gr\u00f6nroos, C. (1991), \u201cThe marketing strategy continuum: towards a marketing concept for the 1990s\u201d, Management Decision, Vol. 29 No. 1, p. 9.","DOI":"10.1108\/00251749110139106"},{"key":"key2022012620074060500_b30","unstructured":"Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1999), An\u00e1lisis Multivariante, 5th ed., Prentice\u2010Hall, Madrid."},{"key":"key2022012620074060500_b100","unstructured":"Howard, J.A. and Sheth, J.N. (1969), The Theory of Buyer Behavior, Wiley, New York, NY."},{"key":"key2022012620074060500_b31","unstructured":"Ibarrondo, P. and S\u00e1nchez, J. (2005), \u201cTendencias estrat\u00e9gicas de las cajas de ahorro y las cajas rurales espa\u00f1olas\u201d, Investigaciones Europeas de Direcci\u00f3n y Econom\u00eda de la Empresa, Vol. 11 No. 1, pp. 119\u2010142."},{"key":"key2022012620074060500_b32","doi-asserted-by":"crossref","unstructured":"Karahanna, E. and Straub, D.W. (1999), \u201cThe psychological origins of perceived usefulness and ease\u2010of\u2010use\u201d, Information & Management, Vol. 35 No. 4, pp. 237\u2010250.","DOI":"10.1016\/S0378-7206(98)00096-2"},{"key":"key2022012620074060500_b33","doi-asserted-by":"crossref","unstructured":"Karjaluoto, H., Mattila, M. and Pento, T. (2002), \u201cFactors underlying attitude formation toward online banking in Finland\u201d, International Journal of Bank Marketing, Vol. 20 No. 6, pp. 261\u2010272.","DOI":"10.1108\/02652320210446724"},{"key":"key2022012620074060500_b34","doi-asserted-by":"crossref","unstructured":"Kim, K.K. and Prabhakar, B. (2004), \u201cInitial trust and the adoption of B2C e\u2010commerce: the case of internet banking\u201d, ACM SIGMIS Database Homepage Archive, Vol. 35 No. 2, pp. 50\u201064.","DOI":"10.1145\/1007965.1007970"},{"key":"key2022012620074060500_b35","doi-asserted-by":"crossref","unstructured":"Kuo, Y.F. and Wu, C.M. (2008), \u201cSatisfaction and post\u2010purchase intentions with service recovery of online shopping websites: perspectives on perceived justice and emotions\u201d, International Journal of Information Management, Vol. 32, pp. 127\u2010138.","DOI":"10.1016\/j.ijinfomgt.2011.09.001"},{"key":"key2022012620074060500_b101","doi-asserted-by":"crossref","unstructured":"Kuo, Y.\u2010F. and Wu, C.\u2010M. (2012), \u201cSatisfaction and post\u2010purchase intentions with service recovery of online shopping websites: perspectives on perceived justice and emotions\u201d, International Journal of Information Management, Vol. 32, pp. 127\u2010138.","DOI":"10.1016\/j.ijinfomgt.2011.09.001"},{"key":"key2022012620074060500_b36","doi-asserted-by":"crossref","unstructured":"Lai, V.S. and Li, H. (2005), \u201cTechnology acceptance model for internet banking: an invariance analysis\u201d, Information and Management, Vol. 42, pp. 373\u2010386.","DOI":"10.1016\/j.im.2004.01.007"},{"key":"key2022012620074060500_b37","unstructured":"Lassala, C., Ruiz, C. and Sanz, S. (2010), \u201cImplicaciones de la satisfacci\u00f3n, confianza y lealtad en el uso de los servicios bancarios online. Un an\u00e1lisis aplicado al mercado espa\u00f1ol\u201d, Revista Europea de Direcci\u00f3n y Econom\u00eda de la Empresa, Vol. 19 No. 1, pp. 27\u201046."},{"key":"key2022012620074060500_b38","doi-asserted-by":"crossref","unstructured":"Lee, K.C. and Chung, N. (2009), \u201cUnderstanding factors affecting trust in and satisfaction with mobile banking in Korea: a modified De Lone and McLean's model perspective\u201d, Interacting with Computers, Vol. 21 Nos 5\/6, pp. 385\u2010392.","DOI":"10.1016\/j.intcom.2009.06.004"},{"key":"key2022012620074060500_b39","doi-asserted-by":"crossref","unstructured":"Liao, S., Shao, Y., Wang, H. and Chen, A. (1999), \u201cThe adoption of virtual banking: an empirical study\u201d, Journal of Information Management, Vol. 19 No. 1, pp. 63\u201074.","DOI":"10.1016\/S0268-4012(98)00047-4"},{"key":"key2022012620074060500_b40","doi-asserted-by":"crossref","unstructured":"Liao, Z. and Cheung, M.T. (2008), \u201cMeasuring consumer satisfaction in internet banking: a core framework\u201d, Communications of the ACM, Vol. 51 No. 4, pp. 47\u201051.","DOI":"10.1145\/1330311.1330322"},{"key":"key2022012620074060500_b41","unstructured":"Li\u00e9bana\u2010Cabanillas, F., Lara\u2010Rubio, J. and Mart\u00ednez\u2010Fiestas, M. (2013), \u201cLealtad bancaria y la medida del riesgo de abandono de los clientes de las entidades financieras\u201d, Harvard Deusto Business Research (in press).."},{"key":"key2022012620074060500_b42","doi-asserted-by":"crossref","unstructured":"Lin, H.H. and Wang, Y.S. (2006), \u201cAn examination of the determinants of customer loyalty in mobile commerce contexts\u201d, Information & Management, Vol. 43 No. 3, pp. 271\u2010282.","DOI":"10.1016\/j.im.2005.08.001"},{"key":"key2022012620074060500_b43","doi-asserted-by":"crossref","unstructured":"Lin, J. and Lu, H. (2000), \u201cTowards an understanding of the behavioural intention to use a website\u201d, International Journal of Information Management, Vol. 20, pp. 197\u2010208.","DOI":"10.1016\/S0268-4012(00)00005-0"},{"key":"key2022012620074060500_b45","doi-asserted-by":"crossref","unstructured":"McHaney, R. and Cronan, T.P. (1998), \u201cComputer simulation success: on the use of the end\u2010user computing satisfaction instrument: a comment\u201d, Decision Sciences, Vol. 29 No. 2, pp. 525\u2010536.","DOI":"10.1111\/j.1540-5915.1998.tb01589.x"},{"key":"key2022012620074060500_b44","unstructured":"Mattila, M. (2001), Essays on Customers in the Dawn of Interactive Banking, Jyv\u00e4skyl\u00e4 Studies in Business and Economics No. 9, University of Jyv\u00e4skyl\u00e4, Jyv\u00e4skyl\u00e4."},{"key":"key2022012620074060500_b46","unstructured":"Moliner, B. (2004), \u201cLa formaci\u00f3n de la satisfacci\u00f3n\/insatisfacci\u00f3n del consumidor y del comportamiento de queja: aplicaci\u00f3n al \u00e1mbito de los restaurantes\u201d, tesis doctoral, Departamento de Direcci\u00f3n de Empresas, Universidad de Valencia, Valencia."},{"key":"key2022012620074060500_b47","doi-asserted-by":"crossref","unstructured":"Moon, J.W. and Kim, Y.G. (2001), \u201cExtending the TAM for a world\u2010wide\u2010web context\u201d, Information & Management, Vol. 38, pp. 217\u2010230.","DOI":"10.1016\/S0378-7206(00)00061-6"},{"key":"key2022012620074060500_b49","unstructured":"Mu\u00f1oz\u2010Leiva, F. (2008), \u201cLa adopci\u00f3n de una innovaci\u00f3n basada en la Web\u201d, tesis doctoral, Departamento de Comercializaci\u00f3n e Investigaci\u00f3n de Mercados, Universidad de Granada, Granada."},{"key":"key2022012620074060500_b48","doi-asserted-by":"crossref","unstructured":"Mu\u00f1oz\u2010Leiva, F., Hern\u00e1ndez\u2010M\u00e9ndez, J. and S\u00e1nchez\u2010Fern\u00e1ndez, J. (2012), \u201cGeneralising user behaviour in online travel sites through the travel 2.0 website acceptance model\u201d, Online Information Review, Vol. 36 No. 6, pp. 879\u2010902.","DOI":"10.1108\/14684521211287945"},{"key":"key2022012620074060500_b51","unstructured":"Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw\u2010Hill, New York, NY."},{"key":"key2022012620074060500_b53","doi-asserted-by":"crossref","unstructured":"Pikkarainen, K., Pikkarainen, T., Karjaluoto, H. and Pahnila, S. (2006), \u201cThe measurement of end\u2010user computing satisfaction of online banking services: empirical evidence from Finland\u201d, International Journal of Bank Marketing, Vol. 24 No. 3, pp. 158\u2010172.","DOI":"10.1108\/02652320610659012"},{"key":"key2022012620074060500_b54","doi-asserted-by":"crossref","unstructured":"Pitta, D., Franzak, F. and Fowler, D. (2006), \u201cA strategic approach to building on\u2010line customer loyalty: integrating customer profitability tiers\u201d, Journal of Consumer Marketing, Vol. 23 No. 7, pp. 421\u2010429.","DOI":"10.1108\/07363760610712966"},{"key":"key2022012620074060500_b55","doi-asserted-by":"crossref","unstructured":"Poon, W.C. (2008), \u201cUsers' adoption of e\u2010banking services: the Malaysian perspective\u201d, Journal of Business & Industrial Marketing, Vol. 23 No. 1, pp. 59\u201069.","DOI":"10.1108\/08858620810841498"},{"key":"key2022012620074060500_b56","doi-asserted-by":"crossref","unstructured":"Ranaweera, C., Mcdougall, G. and Bansal, H. (2005), \u201cA model of online customer behavior during the initial transaction: moderating effects of customer characteristics\u201d, Marketing Theory, Vol. 5 No. 1, pp. 51\u201074.","DOI":"10.1177\/1470593105049601"},{"key":"key2022012620074060500_b57","doi-asserted-by":"crossref","unstructured":"Rice, R.E. and Shook, D. (1988), \u201cAccess to, usage of, and outcomes from an electronic message system\u201d, ACM, Trans. on Office Information Systems, Vol. 6, pp. 255\u2010276.","DOI":"10.1145\/45945.214325"},{"key":"key2022012620074060500_b58","unstructured":"Riquelme, H., Mekkaoui, K. and Rios, R. (2009), \u201cInternet banking customer satisfaction and online service attributes\u201d, Journal of Internet Banking and Commerce, Vol. 14 No. 2, pp. 1\u20106."},{"key":"key2022012620074060500_b59","doi-asserted-by":"crossref","unstructured":"Roy, M., Dewit, O. and Aubert, B. (2001), \u201cThe impact of interface usability on trust in web retailers\u201d, Internet Research: Electronic Networking Applications and Policy, Vol. 11 No. 5, pp. 388\u2010398.","DOI":"10.1108\/10662240110410165"},{"key":"key2022012620074060500_b60","doi-asserted-by":"crossref","unstructured":"Ryan, C. and Rao, U. (2008), \u201cHoliday users of the internet\u2010ease of use, functionality and novelty\u201d, International Journal of Tourism Research, Vol. 10, pp. 329\u2010339.","DOI":"10.1002\/jtr.660"},{"key":"key2022012620074060500_b61","doi-asserted-by":"crossref","unstructured":"Sadeghi, T. and Hanzaee, K.H. (2010), \u201cCustomer satisfaction factors (CSFs) with online banking services in an Islamic country IR Iran\u201d, Journal of Islamic Marketing, Vol. 1 No. 3, pp. 249\u2010267.","DOI":"10.1108\/17590831011082428"},{"key":"key2022012620074060500_b62","unstructured":"Saeednia, H. and Abdollahi, H. (2012), \u201cFactors affecting client trust in online banking \u2013 a case study of saman bank\u201d, International Journal of Economics and Business Modeling, Vol. 3 No. 1, pp. 149\u2010151."},{"key":"key2022012620074060500_b65","doi-asserted-by":"crossref","unstructured":"S\u00e1nchez\u2010Franco, M.J. and Rold\u00e1n, J.L. (2005), \u201cWeb acceptance and usage model: a comparison between goal\u2010directed and experiential web users\u201d, Internet Research, Vol. 15 No. 1, pp. 21\u201048.","DOI":"10.1108\/10662240510577059"},{"key":"key2022012620074060500_b64","doi-asserted-by":"crossref","unstructured":"S\u00e1nchez\u2010Franco, M.J., Rond\u00e1n, F.J. and Villarejo, A.F. (2007), \u201cUn modelo emp\u00edrico de adaptaci\u00f3n y uso de la Web. Utilidad, facilidad de uso y flujo percibidos\u201d, Cuadernos de Econom\u00eda y Direcci\u00f3n de Empresa, Vol. 30, pp. 153\u2010179.","DOI":"10.1016\/S1138-5758(07)70077-4"},{"key":"key2022012620074060500_b66","doi-asserted-by":"crossref","unstructured":"Sheng, T. and Liu, C. (2010), \u201cAn empirical study on the effect of e\u2010service quality on online customer satisfaction and loyalty\u201d, Nankai Business Review International, Vol. 1 No. 3, pp. 273\u2010283.","DOI":"10.1108\/20408741011069205"},{"key":"key2022012620074060500_b67","doi-asserted-by":"crossref","unstructured":"Shih, Y. and Fang, K. (2004), \u201cThe use of a decomposed theory of planned behavior to study internet banking in Taiwan\u201d, Internet Research: Electronic Networking Applications and Policy, Vol. 14 No. 3, pp. 213\u2010223.","DOI":"10.1108\/10662240410542643"},{"key":"key2022012620074060500_b68","doi-asserted-by":"crossref","unstructured":"Shin, D.H. (2008), \u201cUnderstanding purchasing behaviors in a virtual economy: consumer behavior involving virtual currency in web 2.0 communities\u201d, Interacting with Computers, Vol. 20, pp. 433\u2010446.","DOI":"10.1016\/j.intcom.2008.04.001"},{"key":"key2022012620074060500_b69","doi-asserted-by":"crossref","unstructured":"Sun, H. (2010), \u201cSellers' trust and continued use of online marketplaces\u201d, Journal of the Association for Information Systems, Vol. 11 No. 4, pp. 182\u2010211.","DOI":"10.17705\/1jais.00226"},{"key":"key2022012620074060500_b70","doi-asserted-by":"crossref","unstructured":"Tan, M. and Teo, T.S. (2000), \u201cFactors influencing the adoption of internet banking\u201d, Journal of the Association for Information Systems, Vol. 1 No. 5, pp. 1\u201042.","DOI":"10.17705\/1jais.00005"},{"key":"key2022012620074060500_b71","doi-asserted-by":"crossref","unstructured":"Taylor, S. and Todd, P.A. (1995), \u201cUnderstanding information technology usage: a test of competing models\u201d, Information Systems Research, Vol. 6 No. 2, pp. 144\u2010176.","DOI":"10.1287\/isre.6.2.144"},{"key":"key2022012620074060500_b72","doi-asserted-by":"crossref","unstructured":"Venkatesh, V. and Morris, M.G. (2000), \u201cWhy don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior\u201d, MIS Quarterly, Vol. 24 No. 1, pp. 115\u2010139.","DOI":"10.2307\/3250981"},{"key":"key2022012620074060500_b73","doi-asserted-by":"crossref","unstructured":"Wang, Y.S., Wang, Y.M., Lin, H.H. and Tang, T.I. (2003), \u201cDeterminants of user acceptance of internet banking: an empirical study\u201d, International Journal of Service Industry Management, Vol. 14 No. 5, pp. 501\u2010519.","DOI":"10.1108\/09564230310500192"},{"key":"key2022012620074060500_b74","unstructured":"West, S.G., Finch, J.F. and Curran, P.J. (1995), Structural Equations Models with Nonnormal Variables: Problems and Remedies in Structural Equation Model: Concepts, Issues, and Applications, Sage, Thousand Oaks, CA, pp. 57\u201075."},{"key":"key2022012620074060500_b75","doi-asserted-by":"crossref","unstructured":"Wixom, B.H. and Todd, P.A. (2005), \u201cA theoretical integration of user satisfaction and technology acceptance\u201d, Information System Research, Vol. 12 No. 1, pp. 85\u2010102.","DOI":"10.1287\/isre.1050.0042"},{"key":"key2022012620074060500_b76","doi-asserted-by":"crossref","unstructured":"Wu, I.L. (2013), \u201cThe antecedents of customer satisfaction and its link to complaint intentions in online shopping: an integration of justice, technology, and trust\u201d, International Journal of Information Management, Vol. 33 No. 1, pp. 166\u2010176.","DOI":"10.1016\/j.ijinfomgt.2012.09.001"},{"key":"key2022012620074060500_b77","doi-asserted-by":"crossref","unstructured":"Wyer, R.S. and Srull, T.K. (1986), \u201cHuman cognition in its social context\u201d, Psychological Review, Vol. 93, pp. 322\u2010359.","DOI":"10.1037\/0033-295X.93.3.322"},{"key":"key2022012620074060500_b78","doi-asserted-by":"crossref","unstructured":"Yoon, C. (2009), \u201cThe effects of national culture values on consumer acceptance of e\u2010commerce: online shoppers in China\u201d, Information & Management, Vol. 46 No. 5, pp. 294\u2010301.","DOI":"10.1016\/j.im.2009.06.001"},{"key":"key2022012620074060500_b79","doi-asserted-by":"crossref","unstructured":"Yoon, C. (2010), \u201cAntecedents of customer satisfaction with online banking in China: the effects of experience\u201d, Computers in Human Behavior, Vol. 26, pp. 1296\u20101304.","DOI":"10.1016\/j.chb.2010.04.001"},{"key":"key2022012620074060500_b80","doi-asserted-by":"crossref","unstructured":"Zhou, T. (2011), \u201cExamining the critical success factors of mobile website adoption\u201d, Online Information Review, Vol. 35 No. 4, pp. 636\u2010652.","DOI":"10.1108\/14684521111161972"},{"key":"key2022012620074060500_b81","doi-asserted-by":"crossref","unstructured":"Zhou, T. and Lu, Y. (2011), \u201cExamining mobile instant messaging user loyalty from the perspectives of network externalities and flow experience\u201d, Computers in Human Behavior, Vol. 27 No. 2, pp. 883\u2010889.","DOI":"10.1016\/j.chb.2010.11.013"},{"key":"key2022012620074060500_frd1","unstructured":"Nunnally, J.C. (1978), Psychometric Theory, McGraw\u2010Hill, New York, NY."},{"key":"key2022012620074060500_frd2","unstructured":"Orange Foundation (2010), eEspa\u00f1a 2010: Informe anual sobre el desarrollo de la sociedad de la informaci\u00f3n en Espa\u00f1a, Orange Foundation, Madrid, pp. 108\u2010115."},{"key":"key2022012620074060500_frd3","unstructured":"Sanayei, A., Shaemi, A. and Nasirzadeh, M.A. (2011), \u201cE\u2010service quality, e\u2010satisfaction and e\u2010loyalty from the view of Iranian users\u201d, Interdisciplinary Journal of Contemporary Research in Business, Vol. 3 No. 6, pp. 807\u2010815."}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/02635571311324188","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/02635571311324188\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/02635571311324188\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:38:53Z","timestamp":1753400333000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/imds\/article\/113\/5\/750-767\/176572"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2013,5,17]]},"references-count":83,"journal-issue":{"issue":"5","published-print":{"date-parts":[[2013,5,17]]}},"alternative-id":["10.1108\/02635571311324188"],"URL":"https:\/\/doi.org\/10.1108\/02635571311324188","relation":{},"ISSN":["0263-5577"],"issn-type":[{"value":"0263-5577","type":"print"}],"subject":[],"published":{"date-parts":[[2013,5,17]]}}}