299
300
influencing
Internet
Banking
customer
behaviour/attitude. The recent studies have examined
the determinants such as demographics [7, 23, 32, 49,
15, 23, 32, 49, consumer characteristics [15, 23, 32, 35,
44, 34, 37, 43, 30, 45, 51], consumer perceptions [15,
44], technology attributes [30, 45, 51], and social
context [15, 44] in association with the affects of these
variables
to
Internet
Banking
customer
behaviour/attitude.
Unfortunately, most studies concentrated on
investigating the impact of the above determinants on
Internet Banking adoption. Few studies [34, 40, 48, 54]
have examined customer satisfaction and loyalty in
relation to Internet Banking. Though Internet Banking
in Australia began in 1997 [43], literature and research
have only concentrated on Australian Internet Banking
adoption issues, focusing on either retail customer [43]
or small and medium business [52]. No empirical study
has been conducted to understand the impact of Internet
Banking on customer satisfaction and loyalty in
Australia.
8. A CONCEPTUAL MODEL AND
HYPOTHESES
For the purpose of understanding the factors influencing
Internet Banking customer satisfaction and loyalty, this
paper proposes a conceptual model (figure 1). This
conceptual model is developed based on several
previous studies relating to Internet Banking and
human-computer interactions [55].
301
302
(RePEc:ecj:ac2003:41).
11.
Cunningham, R. M. 1956, 'Brand loyalty What, Where, How much?' Harvard Business Review,
vol. 34, no. 1, pp. 116-28.
12.
Daniel, E. 1999, Provision of Electronic
Banking in the UK and the Republic of Ireland, paper
presented to International Journal of Bank Marketing,
vol. 17, pp. 72-82.
13.
Ford, W. S. Z. 1998, Communicating with
Customers, Hampton Press. Inc., Cresskill, New Jersey.
14.
Furst, K., Lang, W. W. & Nolle, D. E. 2000,
Internet banking: Developments and Prospects,
http://www.occ.treas.gov/ftp/workpaper/wp2000-9.pdf,
(Accessed 2 May 2004)
15.
Gerrard, P. & Cunningham, J. B. 2003, 'The
diffusion of Internet banking among Singapore
consumers', International Journal of Bank Marketing,
vol. 21, no. 1, pp. 16-28.
16.
Guest, L. 1944, 'A study of brand loyalty',
Journal of Applied Psychology, vol. 28, pp. 16-27.
17.
Ho, S. C., Chan, C. F. & Hsu, D. I. 1990,
'New Banking Technology in Hong Kong',
International Journal of Bank Marketing, vol. 8, no. 6,
pp. 9-15.
18.
Howcroft, J. F., Hamilton, R. & Hewer, P.
2002, 'Consumer attitude and the usage and adoption of
home-banking in the United Kingdom', International
Journal of Bank Marketing, vol. 20, no. 3, pp. 111-21.
19.
Jacoby, J. & Kyner, D. 1973, 'Brand loyalty vs.
repeat purchasing behavior', Journal of Marketing
Research, vol. 10, no. 1, pp. 1-9.
20.
Jain, A. K., Pinson, C. & Malhotra, N. K.
1987, 'Customer loyalty as a construct in marketing of
banking services', International Journal of Bank
Marketing, vol. 5, pp. 49-72.
21.
Joseph, M. & Stone, G. 2003, 'An empirical
evaluation of US bank customer perceptions of the
impact of technology on service delivery in the
banking sector', International Journal of Retail &
Distribution Management, vol. 31, no. 4, pp. 190-202.
22.
Kahn, B. E., Kalwani, M. U. & Morrison, D.
G. 1986, 'Measuring variety seeking and reinforcement
behaviors using panel data', Journal of Marketing
Research, vol. 23, pp. 89-100.
23.
Karjaluoto, H., Mattila, M. & Pento, T. 2002,
'Factors underlying attitude formation towards online
banking in Finland', International Journal of Bank
Marketing, vol. 20, no. 6, pp. 261-72.
24.
KPMG 1998, Internet Banking Development,
Operations and Maintenance, KPMG Consulting
Group, An Industry White Page.
25.
Lee, D. 1999, Internet Banking and
E-Commerce, www.authnet.com, (Accessed 4 May
2004)
26.
Lee, E. J. & Lee, J. 2001, 'Consumer Adoption
of Internet Banking: Need Based And/Or Skill Based',
Marketing Management Journal, no. Spring 2001.
27.
Leong, S. K., Srikanthan, T. & Hura, G. S.
1998, 'An Internet application for on-line banking',
Computer Communications, vol. 20, pp. 1534-40.
28.
Li, F. 2001, 'The internet and the
deconstruction of the integrated banking model',
British Journal of Management, vol. 12, no. 4, pp.
307-9.
29.
Liao, S., Shao, Y. P., Wang, H. & Chen, A.
1999, 'The Adoption of Virtual Banking: an Empirical
Study', International Journal of Information
Management, vol. 19, no. 1, pp. 63-74.
30.
Liao, Z. & Cheung, M. T. 2002,
'Internet-based e-banking and customer attitudes: an
empirical study', Information & Management, vol. 39,
pp. 283-95.
31.
Mattila, M. 2003, 'Factors Affecting The
Adoption Of Mobile Banking Services', Journal of
Internet Banking and Commerce, vol. 8, no. 1.
32.
Mattila, M., Karjaluoto, H. & Pento, T. 2003,
'A review of brand-loyalty measures in marketing',
Tijdschrift voor Economie en Management, vol. 41, no.
4, p. 507(33).
33.
Moullakis, J. 2004, 'Internet banking triples in
three years.' Australasian Business Intelligence, Jan 26,
2004.
34.
Moutinho, L. & Smith, A. 2000, 'Modelling
bank customers' satisfaction through mediation of
attitudes towards human and automated banking',
International Journal of Bank Marketing, vol. 21, no. 1,
pp. 5-15.
35.
Mukherjee, A. & Nath, P. 2003, 'A model of
trust in online relationship banking', International
Journal of Bank Marketing, vol. 21, no. 1, pp. 5-15.
36.
Ostroki, P. L., O'Brien, T. V. & Gordon, G. L.
1993, 'Service quality and customer loyalty in the
commercial airline industry', Journal of Travel
Research, vol. 33, no. 2, pp. 16-24.
37.
Patricio, L., Fisk, R. P. & Cunha, J. F. 2003,
'Improving satisfaction with bank service offerings:
measuring the contribution of each delivery channel',
Managing Service Quality, vol. 13, no. 6, p. 471(82).
38.
Pessemier, E. 1959, 'A new way to determine
buying decision', Journal of Marketing, vol. 24, no. 2,
pp. 41-6.
39.
Plaskitt, S. 2002, 'Online banking numbers
surge', Australasian Business Intelligence, July 24,
2002.
40.
Polatoglu, V. N. & Ekin, S. 2001, 'An
empirical investigation of the Turkish consumers'
acceptance of Internet banking services', International
Journal of Bank Marketing, vol. 19, no. 4, pp. 156-65.
41.
Prendergast, G. P. 1993, 'Self Service
Technologies in Retail Banking: Current and Expected
Adoption Patterns', International Journal of Bank
Marketing, vol. 11, no. 7, pp. 29-35.
42.
Rotchanakitumnuai, S. & Speece, M. 2003,
'Barriers to Internet banking adoption: a qualitative
study among corporate customers in Thailand',
International Journal of Bank Marketing, vol. 21, no.
6/7, pp. 312-23.
43.
Sathye, M. 1999, 'Adoption of Internet
Banking by Australian Consumers: An Empirical
Investigation', International Journal of Bank Marketing,
303
52.
Wright, A. & Ralston, D. 2002, 'The lagging
development of Small Business Internet Banking in
Australia', Journal of Small Business Management, vol.
40, no. 1, pp. 51-8.
53.
Wu, C. H., Cheng, F. & Lin, H. 2004, 'Web
site Usability Evaluation of Internet Banking in
Taiwan', Journal of Internet Banking and Commerce,
vol. 9, no. 1.
54.
Yen, H. J. R. & Gwinner, K. P. 2003, 'Internet
retail customer loyalty: the mediating role of relational
benefits', International Journal of Service Industry
Management, vol. 14, no. 5, pp. 483-500.
55.
Zhang, P. & Li, N. 2004, 'An Assessment of
Human-Computer Interaction Research in Management
Information Systems: Topics And Methods', Computers
in Human Behavior, vol. 20, no. 2, p. 125.
56.
Singh, M., 2003, Managing a Secure
E-Business Environment, The 2003 International
Business Information Management Conference,
December 16 18, Cairo, Egypt, CD ROM.
57.
Singh, M. (2000), Electronic Commerce in
Australia: Opportunities and Factors Critical for
Success, proceedings of the 1st World Congress on the
Management of Electronic Commerce (CD ROM),
January 19 21, Hamilton, Ontario, Canada.
58.
Chaffey, D., 2004, E-Business and
E-Commerce Management Second Edition, Prentice
Hall, UK.
59.
Turban, E., King, D., Lee, J. and Viehland, D.,
2004, Electronic Commerce A managerial Perspective,
Prentice Hall, New Jersey