网上银行持续使用行为研究被引量：4

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摘要文章探讨了影响网上银行持续使用行为的因素,建立了包括网站质量(系统质量、信息质量、服务质量)感知、感知有用性、顾客满意度、感知价值、持续使用行为五个因素在内的研究假设模型。经过统计分析得出如下结论:(1)在整体样本中,对顾客持续使用行为的影响以满意度最为显著,其次是感知有用性和感知价值。(2)通过服务质量、系统质量及信息质量可以提升顾客满意度、有用性和价值感知。(3)满意度会受到感知质量、感知价值和有用性感知的影响;其中,感知质量中的服务质量对顾客满意度的影响最为显著。

作者刘文华任利成刘巧娥张新

机构地区太原科技大学经济与管理学院山西大学管理学院

出处《会计之友》北大核心 2013年第30期51-56,共6页 Friends of Accounting

关键词网上银行网站质量感知感知价值顾客满意度持续使用行为

分类号 F724 [经济管理—产业经济]

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参考文献20

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二级参考文献6

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