The role of security, privacy, usability and reputation in the development of online banking
The role of security, privacy, usability and reputation in the development of online banking
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DOI：
10.1108/14684520710832315
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发表时间：
2007-01-01
影响因子：
3.1
通讯作者：
Guinaliu, Miguel
中科院分区：
文献类型：
--
作者：
Casalo, Luis V.;Flavian, Carlos;Guinaliu, Miguel
目的-本研究的目的是分析感知网站的安全性和隐私性，可用性和声誉的影响，消费者信任的背景下，网上银行。此外，本文还旨在分析的信任承诺的关系，因为承诺是一个关键变量，建立成功的长期关系与customers.Design/方法/approach -本文介绍了积极的影响，安全性和隐私，可用性和声誉，消费者信任的网站在网上银行的背景下。此外，信任对消费者承诺有正向影响。在测量量表的验证之后，通过结构模型对假设进行了对比。最后，本文比较了假设的模型与竞争对手，以测试的中介作用的trust.Findings -数据显示，网站的安全性和隐私，可用性和声誉有直接和显着的影响，消费者信任的金融服务网站。此外，消费者信任与关系承诺呈正相关。最后，据观察，信任是一个关键的中介因素，在发展中的关系承诺在网上银行context.Research的影响/限制-每个公司都必须面对的高成本，以吸引新客户，使其越来越有必要加强与客户建立的联系。在这方面，本研究提供了几种替代方案，以提高消费者的信任和承诺的水平，在网上银行。局限性是，数据收集到一个网络调查，只讲西班牙语的subjects.Originality/值-本研究提出了一个模型，经验分析之间的联系，安全，隐私和信任，除其他外，在网上银行的背景。
Purpose - The purpose of this research is to analyse the influence of perceived web site security and privacy, usability and reputation on consumer trust in the context of online banking. Moreover, the paper also aims to analyse the trust-commitment relationship since commitment is a key variable for establishing successful long-term relationships with customers.Design/methodology/approach - The paper describes the positive effects of security and privacy, usability and reputation on consumer trust in a web site in the online banking context. Besides this, it also suggests that trust has a positive effect on consumer commitment. After the validation of measurement scales, the hypotheses are contrasted through structural modelling. Finally, the paper compares the hypothesised model with a rival one in order to test the mediating role of trust.Findings - The data showed that web site security and privacy, usability and reputation have a direct and significant effect on consumer trust in a financial services web site. Besides this, consumer trust is positively related to relationship commitment. Finally, it is observed that trust is a key mediating factor in the development of relationship commitment in the online banking context.Research implications/limitations - The high costs every company has to face in order to attract new customers make it increasingly necessary to reinforce the ties established with customers. In this respect, this research offers several alternatives for improving the levels of consumer trust and commitment in the context of online banking. The limitation is that data were collected to a web survey only of Spanish-speaking subjects.Originality/value - This study proposes a model for analysing empirically the link between security, privacy and trust, amongst others, in the online banking context.