¹China University of Petroleum (Beijing) /School of Business Administration, Beijing, China
²Harbin University/ Teaching Supervision Department, Harbin, China

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Abstract—The goal of the study is to analyze factors of website quality that could influence e-banking customer satisfaction in the Chinese commercial banking industry. Moreover, the paper also tries to explain the relationship between website quality and customer satisfaction, and to find some major variables for keeping high level e-banking customer satisfaction. The data demonstrated that website quality have direct and significant effect to e-banking quality in the Chinese commercial banking industry. Besides this, the authors found that website quality is positively related to e-banking customer satisfaction. Finally, it is observed that efficiency, interactivity, security, information, ease of use and content are key factors to affect customer satisfaction in the e-banking service. After the validation of measurement scales, the hypothesis is contrasted through structural modeling. The authors validate the hypothesis and a measurement model. The paper proposes a model for analyzing empirically the link between website quality and e-banking customer satisfaction in Chinese e-banking industry.

Index Terms—website quality, customer satisfaction, e-banking

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Cite: Zhengwei Ma and Jinkun Zhao, "Evidence on E-Banking Customer Satisfaction in the China Commercial Bank Sector," Journal of Software vol. 7, no. 4, pp. 927-933, 2012.