Publicação
Digital banking: Understanding the continuous intention of use
| Resumo: | Digital banking is growing as the banking sector renews his strategies and knows the importance of technologies to respond to customers’ expectations. Thus, financial services are facing a revolution with the introduction of fully digital banks. This study aims to identify the factors that lead to continuance intention of use of this service, using a combination of the expectation confirmation model (ECM) with service quality, trust, and perceived cost. A questionnaire considering people that already know and use the service was conducted to collect data to the analysis. The results support our hypotheses and suggest a strong and reliable model. In addition to theoretical and methodological contributions, the present study may also be helpful for banks to improve and adopt new strategies capable to enhance customers satisfaction and keep them engaged. |
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| Autores principais: | Moreira, Daniela Guimarães |
| Assunto: | Digital banking Mobile app Smartphone users Expectation confirmation model Continuance intention |
| Ano: | 2021 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | Digital banking is growing as the banking sector renews his strategies and knows the importance of technologies to respond to customers’ expectations. Thus, financial services are facing a revolution with the introduction of fully digital banks. This study aims to identify the factors that lead to continuance intention of use of this service, using a combination of the expectation confirmation model (ECM) with service quality, trust, and perceived cost. A questionnaire considering people that already know and use the service was conducted to collect data to the analysis. The results support our hypotheses and suggest a strong and reliable model. In addition to theoretical and methodological contributions, the present study may also be helpful for banks to improve and adopt new strategies capable to enhance customers satisfaction and keep them engaged. |
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