An empirical assessment of customer satisfaction with Internet Banking applications: An Australian experience

Abstract

In recent years, Internet-based Banking (IB) applications are gaining popularity among retail banking customers. The long term success of these applications is however influenced by customer satisfaction because it affects customers' perceptions about banks' innovative ability and customer caring intentions. Hence, measuring customer satisfaction with IB applications is important. In this article, we report the development of an instrument to operationalise customer satisfaction following a rigorous mixed approach, and then apply that instrument to measure customer satisfaction with IB applications in Australia. Several interesting findings have emerged which are useful to research and practice alike.