Exploring the Determinants of Customer Loyalty to Internet-Only Bank Service
學年 110
學期 1
發表日期 2021-08-09
作品名稱 Exploring the Determinants of Customer Loyalty to Internet-Only Bank Service
作品名稱（其他語言）
著者 Wu, Ya-ling; Chen, Kai-hsien
作品所屬單位
出版者
會議名稱 The 27th Americas Conference on Information Systems 2021 (AMCIS 2021)
會議地點 線上
摘要 Due to the rapid developments of Fin Tech businesses, more people are relying on Internet-only banking as their only way of doing financial business. Based on migration theory, the purpose of this study is to adopt the Push-Pull-Mooring (PPM) model proposed by Bogue (1969) to explore consumer loyalty of using internet-only bank services. Furthermore, we identified two Push factors, including perceived security risk and vulnerability, five pull factors, including network externality, information quality, system quality, service quality and service innovation, as well as two Mooring factors, including habit and trust. Data collected from 233 customers provide strong support for the research model. It is hoped that the findings can provide the best improvement strategies to satisfy the internet-only bank services for customers’ behavior needs.
關鍵字 Internet-Only Bank;PPM model;Network Externalities;IS success model;Service Innovation;Perceived security risk;Perceived vulnerability;Habits;Trust;Loyalty
語言 en_US
收錄於
會議性質 國際
校內研討會地點 無
研討會時間 20210809~20210813
通訊作者
國別 USA
公開徵稿
出版型式
出處
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