Abstract
This study compared the factors influencing consumer acceptance banking services in China. Five factors were identified: service quality, customer satisfaction, trust, commitment, behavioural intentions. Structural equation modelling (SEM) was computed to determine the relationships among these factors. The main results are as follows: there is 1) a positive relationship between service quality and customer satisfaction; 2) a positive relationship between customer satisfaction and behavioral intentions; 3) a positive relationship between customer satisfaction and trust; 4) a positive relationship between trust and commitment; 5) a positive relationship between commitment and behavioral intentions. The findings aim to enhance service quality and performance in banking.
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Quan, S. (2010). Factors Affecting Consumer Intentions to Acceptance Banking Services in China. In: Luo, Q. (eds) Advances in Wireless Networks and Information Systems. Lecture Notes in Electrical Engineering, vol 72. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-14350-2_4
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DOI: https://doi.org/10.1007/978-3-642-14350-2_4
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