A study of self-serviced online banking system: The role of quality and commitment-assurance

Wen Shan Lin, Chun Hsien Wang

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Self-serviced online banking system (OBS) has transformed the banking services to 24hrs/7days available online. The importance of online banking service and its impacts on users and the banking industry have been widely discussed. However, the retention of loyal users in the sense about how to motivate light users to become heavy users and its link with the confirmation of OBS quality are overlooked. This paper introduces information system (IS) success factors and the concept of commitment assurance to empirically investigate OBS users' continued to use intentions. Results reveal that OBS system and service qualities are significantly important as they are antecedences of OBS user satisfaction. Heavy users show their self-interests in maintaining good relationship with the bank and the differences between heavy and light users are confirmed. Discussions and suggestions for promoting online banking service are given.

Original languageEnglish
Title of host publication19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World
Subtitle of host publicationAnything, Anywhere, Anytime
Pages199-207
Number of pages9
Publication statusPublished - 2013 Dec 1
Event19th Americas Conference on Information Systems, AMCIS 2013 - Chicago, IL, United States
Duration: 2013 Aug 152013 Aug 17

Publication series

Name19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime
Volume1

Conference

Conference19th Americas Conference on Information Systems, AMCIS 2013
CountryUnited States
CityChicago, IL
Period13-08-1513-08-17

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All Science Journal Classification (ASJC) codes

  • Computer Networks and Communications
  • Computer Science Applications
  • Information Systems
  • Library and Information Sciences

Cite this

Lin, W. S., & Wang, C. H. (2013). A study of self-serviced online banking system: The role of quality and commitment-assurance. In 19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime (pp. 199-207). (19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime; Vol. 1).