How does website design in the e-banking sector affect customer attitudes and behaviour?

Walker, Philip Raymond (2011) How does website design in the e-banking sector affect customer attitudes and behaviour? Doctoral thesis, University of Northumbria.

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Abstract

This thesis researches the interface between ebanks and their customers. An industry traditionally based upon personal contact, the rise of ebanking has changed this relationship such that transactions are now mainly conducted via website interfaces. The resultant loss of personal contact between bank and customer has removed many of the cues available to customers upon which judgments of service, reliability and trust were made. The question raised by this change is: what factors influence consumer choice when viewing bank websites? The arguments of this thesis are that user evaluation of websites and their willingness to use those websites is based not only on user centred factors such as motivation, experience and knowledge but also upon their appraisal of website structure and content.

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: online trust, eye tracking
Subjects: C800 Psychology
G900 Others in Mathematical and Computing Sciences
Department: Faculties > Health and Life Sciences > School of Life Sciences > Psychology
University Services > Research and Innovation Services > Graduate School > Doctor of Philosophy
Related URLs:
Depositing User: Ay Okpokam
Date Deposited: 22 Mar 2012 14:26
Last Modified: 20 Oct 2017 13:50
URI: http://nrl.northumbria.ac.uk/id/eprint/5849

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