Validation of a Scale for Measuring Problems in Internet Banking and their Effect on Customer Satisfaction

The use of IT in the banking sector has contributed to the emergence of more flexible and user-friendly self-service banking technologies (SSBT) to address the rapid and changing needs of banking customers. The emergence of SSBT such as ATM, internet banking (IB) and mobile banking (MB) ushered the concept of anytime and anywhere banking. IB uses the Internet to deliver banking services to customers irrespective of their geographical location. The present study is a customer-centric study to validate a scale for measuring the problems associated with the use of IB and their effect on customer satisfaction. The study identified four problems, namely, customer support problems, service problems, web-based problems and password problems. Customer support problems and web-based problems have significant negative effect on customer satisfaction and hence these hinder customer satisfaction