The purpose of this study is to find out the role of usability on the Customer Loyalty in using the online banking service via non-face to face channel. To identify the these relationships, the secondary data and past studies that were related with online Banking System(Tele Banking, Internet Bankin...
The purpose of this study is to find out the role of usability on the Customer Loyalty in using the online banking service via non-face to face channel. To identify the these relationships, the secondary data and past studies that were related with online Banking System(Tele Banking, Internet Banking, Mobile Banking, Automatic Teller Machine), Usability Evaluation Theory, Customer Satisfaction and Loyalty was collected and theoretically arranged. I made the theoretical proposed model to explain these relationships between the constructs, identify the operational definitions and 11 Hypotheses(44 sub-hypotheses) was established, there was executed the survey of 422 in Online Banking System Users in KOREA. Using the collected data, previous performances to confirm the construct validity and internal consistency by EFA(Exploratory Factor Analysis); i.e. factor analysis by SPSS, reliability by cronbach's a, the proposed model was tested by LISREL in using the path analysis. The research came to the conclusions as follows: First, Complexity, Consistency, Learnability, Interactivity, Familiarity except of Accessibility, had the positive(negative) effect to the Usability empirically. Second, I found that there was positive relationship between Usability and Satisfaction. Third, I found that there was positive relationship between Satisfaction and Service Loyalty, Service Loyalty and Bank Loyalty empirically. Online Banking Managers have to keep in mind and understand the role of Usability and Usability Factors(i.e. Complexity, Consistency, Learnability, Interactivity, Familiarity). And from these empirical test, to raise the loyalty in Non-Face to Face Banking Systems users, they would use the roles in proper way.
The purpose of this study is to find out the role of usability on the Customer Loyalty in using the online banking service via non-face to face channel. To identify the these relationships, the secondary data and past studies that were related with online Banking System(Tele Banking, Internet Banking, Mobile Banking, Automatic Teller Machine), Usability Evaluation Theory, Customer Satisfaction and Loyalty was collected and theoretically arranged. I made the theoretical proposed model to explain these relationships between the constructs, identify the operational definitions and 11 Hypotheses(44 sub-hypotheses) was established, there was executed the survey of 422 in Online Banking System Users in KOREA. Using the collected data, previous performances to confirm the construct validity and internal consistency by EFA(Exploratory Factor Analysis); i.e. factor analysis by SPSS, reliability by cronbach's a, the proposed model was tested by LISREL in using the path analysis. The research came to the conclusions as follows: First, Complexity, Consistency, Learnability, Interactivity, Familiarity except of Accessibility, had the positive(negative) effect to the Usability empirically. Second, I found that there was positive relationship between Usability and Satisfaction. Third, I found that there was positive relationship between Satisfaction and Service Loyalty, Service Loyalty and Bank Loyalty empirically. Online Banking Managers have to keep in mind and understand the role of Usability and Usability Factors(i.e. Complexity, Consistency, Learnability, Interactivity, Familiarity). And from these empirical test, to raise the loyalty in Non-Face to Face Banking Systems users, they would use the roles in proper way.
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