Journal of Emerging Trends in Economics and Management Sciences: Home

Abstract:
Banks all over the world have succeeded in promoting new services to its customers. Current customers are tempted to do business online. Traditional branch-based retail banking remains the most widespread method for conducting banking transactions in United Arab Emirates (UAE) as well as any other country. However, Internet technology is rapidly changing the way personal financial services are being designed and delivered. Current customer account relationships are found to be predictive of electronic services use in general. This paper focuses on the use of internet banking and satisfaction by existing banks customers through an investigation of the factors that influence customer?s acceptance of Internet banking services. An exploratory study of the customers in six banks is conducted to identify the factors which enhance satisfaction with internet banking services with the help of data reduction technique called Factor Analysis. Further the mediating role of trust in affecting customer satisfaction with internet banking is explored through regression analysis.

Keywords: customer, internet banking, trust, factor analysis, UAE

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