The determinants of customer interactions with internet-enabled e-banking services

Victor LIAO*, Wing Keung WONG

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

41 Citations (Scopus)


This paper empirically explores the major considerations associated with Internet-enabled e-banking systems and systematically measures the determinants of customer interactions with e-banking services. The results suggest that perceived usefulness, ease of use, security, convenience and responsiveness to service requests significantly explain the variation in customer interactions. Exploratory factor analysis and reliability test indicate that these constructs are relevant and reliable. Confirmatory factor analysis confirms that they possess significant convergent and discriminatory validities. Both perceived usefulness and perceived ease of use have significant impacts on customer interactions with Internet e-banking services. Perceived security, responsiveness and convenience also represent the primary avenues influencing customer interactions. In particular, stringent security control is critical to Internet e-banking operations. Prompt responses to service requests can encourage customers to use Internet e-banking services. The findings have managerial implications for enhancing extant Internet e-banking operations and developing viable Internet e-banking services.

Original languageEnglish
Pages (from-to)1201-1210
Number of pages10
JournalJournal of the Operational Research Society
Issue number9
Publication statusPublished - Sep 2008

Scopus Subject Areas

  • Management Information Systems
  • Strategy and Management
  • Management Science and Operations Research
  • Marketing

User-Defined Keywords

  • Customer interactions
  • Determinants
  • E-banking
  • Internet
  • Service operations management


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