Factors affecting consumer intentions to acceptance banking services in china

Abstract

This study compared the factors influencing consumer acceptance banking services in China. Five factors were identified: service quality, customer satisfaction, trust, commitment, behavioural intentions. Structural equation modelling (SEM) was computed to determine the relationships among these factors. The main results are as follows: there is 1) a positive relationship between service quality and customer satisfaction; 2) a positive relationship between customer satisfaction and behavioral intentions; 3) a positive relationship between customer satisfaction and trust; 4) a positive relationship between trust and commitment; 5) a positive relationship between commitment and behavioral intentions. The findings aim to enhance service quality and performance in banking. © 2010 Springer-Verlag Berlin Heidelberg.