The role of website quality in the e-banking development: The Chinese perspective

Abstract

Purpose. The purpose of this research is to analyze factors of website quality that may influence e-banking quality in the Chinese commercial banking sector. Moreover, the paper also aims to analyze the relationship between website quality and customer satisfaction, and to find some key variables for keeping high-level online banking customer satisfaction. Design/methodology/ approach. The paper describes the positive effect of website quality about e-banking customer satisfaction in China. After the validation of measurement scales, the hypothesis is contrasted through structural modeling. Finally, the authors validate the hypothesis and a measurement model. Findings. The data showed that website quality have direct and significant effect on e-banking quality in China. Besides this, the authors found that website quality is positively related to e-banking customer satisfaction. Finally, it is observed that efficiency, interactivity, security, information, ease of use and content are major factors to affect customer satisfaction in the e-banking service. Originality/value. This study proposes a model for analyzing empirically the link between website quality and customer satisfaction in the e-banking sector. © 2012 Springer Science+Business Media B.V.