{"id":"https://openalex.org/W2020543762","doi":"https://doi.org/10.1108/02652320610659012","title":"The measurement of end\u2010user computing satisfaction of online banking services: empirical evidence from Finland","display_name":"The measurement of end\u2010user computing satisfaction of online banking services: empirical evidence from Finland","publication_year":2006,"publication_date":"2006-04-01","ids":{"openalex":"https://openalex.org/W2020543762","doi":"https://doi.org/10.1108/02652320610659012","mag":"2020543762"},"language":"en","primary_location":{"id":"doi:10.1108/02652320610659012","doi":"https://doi.org/10.1108/02652320610659012","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02652320610659012","pdf_url":null,"source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Bank Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5067024264","display_name":"Kari Pikkarainen","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I98381234","display_name":"University of Oulu","ror":"https://ror.org/03yj89h83","country_code":"FI","type":"education","lineage":["https://openalex.org/I98381234"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Kari Pikkarainen","raw_affiliation_strings":["Department of Information Processing Science, University of Oulu, Oulu, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Processing Science, University of Oulu, Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5033450490","display_name":"Tero Pikkarainen","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I98381234","display_name":"University of Oulu","ror":"https://ror.org/03yj89h83","country_code":"FI","type":"education","lineage":["https://openalex.org/I98381234"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Tero Pikkarainen","raw_affiliation_strings":["Department of Information Processing Science, University of Oulu, Oulu, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Processing Science, University of Oulu, Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5034162449","display_name":"Heikki Karjaluoto","orcid":"https://orcid.org/0000-0002-5696-7355","observed_orcids":["https://orcid.org/0000-0002-5696-7355"]},"institutions":[{"id":"https://openalex.org/I98381234","display_name":"University of Oulu","ror":"https://ror.org/03yj89h83","country_code":"FI","type":"education","lineage":["https://openalex.org/I98381234"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Heikki Karjaluoto","raw_affiliation_strings":["Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5012513695","display_name":"Seppo Pahnila","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I98381234","display_name":"University of Oulu","ror":"https://ror.org/03yj89h83","country_code":"FI","type":"education","lineage":["https://openalex.org/I98381234"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Seppo Pahnila","raw_affiliation_strings":["Department of Information Processing Science, University of Oulu, Oulu, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Processing Science, University of Oulu, Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I98381234"],"apc_list":null,"apc_paid":null,"fwci":15.7309,"has_fulltext":false,"cited_by_count":151,"citation_normalized_percentile":{"value":0.9844495,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":100},"biblio":{"volume":"24","issue":"3","first_page":"158","last_page":"172"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.00430000014603138,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10470","display_name":"Usability and User Interface Design","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/end-user-computing-satisfaction","display_name":"end user computing satisfaction","score":0.9350000023841858},{"id":"https://openalex.org/keywords/online-banking","display_name":"internet banking","score":0.9589999914169312},{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"user satisfaction","score":0.7730000019073486},{"id":"https://openalex.org/keywords/eucs-model","display_name":"EUCS model","score":0.8799999952316284},{"id":"https://openalex.org/keywords/content","display_name":"content","score":0.36500000953674316},{"id":"https://openalex.org/keywords/ease-of-use","display_name":"ease of use","score":0.9869999885559082},{"id":"https://openalex.org/keywords/accuracy","display_name":"accuracy","score":0.9330000281333923},{"id":"https://openalex.org/keywords/private-customers","display_name":"individual customers","score":0.574999988079071},{"id":"https://openalex.org/keywords/model-validation","display_name":"model validation","score":0.6660000085830688},{"id":"https://openalex.org/keywords/personalization","display_name":"personalization","score":0.49799999594688416},{"id":"https://openalex.org/keywords/finland","display_name":"Finland","score":0.6690000295639038}],"concepts":[{"id":"https://openalex.org/C119002697","wikidata":"https://www.wikidata.org/wiki/Q3376999","display_name":"LISREL","level":3,"score":0.6679842472076416},{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.6417034864425659},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6209745407104492},{"id":"https://openalex.org/C135642988","wikidata":"https://www.wikidata.org/wiki/Q521737","display_name":"End-user computing","level":5,"score":0.5682410597801208},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48889103531837463},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4872519075870514},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4852321147918701},{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.4840923547744751},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.47516435384750366},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.454056054353714},{"id":"https://openalex.org/C165957694","wikidata":"https://www.wikidata.org/wiki/Q5421350","display_name":"Exploratory factor analysis","level":3,"score":0.43841487169265747},{"id":"https://openalex.org/C65067816","wikidata":"https://www.wikidata.org/wiki/Q2295139","display_name":"Computer-assisted web interviewing","level":2,"score":0.43352657556533813},{"id":"https://openalex.org/C91262260","wikidata":"https://www.wikidata.org/wiki/Q528074","display_name":"End user","level":2,"score":0.4285040497779846},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.4238569140434265},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.423590749502182},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.35755109786987305},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.3562583327293396},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.33051803708076477},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.19527557492256165},{"id":"https://openalex.org/C85106507","wikidata":"https://www.wikidata.org/wiki/Q1188445","display_name":"Utility computing","level":4,"score":0.10527482628822327},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.08795014023780823},{"id":"https://openalex.org/C79974875","wikidata":"https://www.wikidata.org/wiki/Q483639","display_name":"Cloud computing","level":2,"score":0.08330008387565613},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C184842701","wikidata":"https://www.wikidata.org/wiki/Q370563","display_name":"Cloud computing security","level":3,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/02652320610659012","doi":"https://doi.org/10.1108/02652320610659012","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02652320610659012","pdf_url":null,"source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Bank Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":48,"referenced_works":["https://openalex.org/W272229923","https://openalex.org/W302794065","https://openalex.org/W1491644571","https://openalex.org/W1492485720","https://openalex.org/W1500913178","https://openalex.org/W1954663826","https://openalex.org/W1963670955","https://openalex.org/W1964434121","https://openalex.org/W1972677436","https://openalex.org/W1977777040","https://openalex.org/W1981018178","https://openalex.org/W1983532449","https://openalex.org/W1990513740","https://openalex.org/W1990525979","https://openalex.org/W1993262804","https://openalex.org/W1996905187","https://openalex.org/W2007917925","https://openalex.org/W2018137068","https://openalex.org/W2022476284","https://openalex.org/W2022727669","https://openalex.org/W2024524455","https://openalex.org/W2037119104","https://openalex.org/W2044519557","https://openalex.org/W2057012437","https://openalex.org/W2062323177","https://openalex.org/W2070063698","https://openalex.org/W2088245771","https://openalex.org/W2092020365","https://openalex.org/W2096878712","https://openalex.org/W2097421654","https://openalex.org/W2098216047","https://openalex.org/W2109127391","https://openalex.org/W2125734253","https://openalex.org/W2127455238","https://openalex.org/W2128319316","https://openalex.org/W2136561843","https://openalex.org/W2141147872","https://openalex.org/W2154644567","https://openalex.org/W2154698714","https://openalex.org/W2156423962","https://openalex.org/W2165812483","https://openalex.org/W2169138358","https://openalex.org/W2250578527","https://openalex.org/W2338213408","https://openalex.org/W2342091124","https://openalex.org/W2730132717","https://openalex.org/W3023580939","https://openalex.org/W4249226423"],"related_works":["https://openalex.org/W2030739419","https://openalex.org/W2765886945","https://openalex.org/W2018029625","https://openalex.org/W2070714202","https://openalex.org/W2104734958","https://openalex.org/W3162855078","https://openalex.org/W1989281126","https://openalex.org/W2076501237","https://openalex.org/W4317642593","https://openalex.org/W2915736806"],"abstract_inverted_index":{"Purpose":[0],"Although":[1],"research":[2],"into":[3],"the":[4,18,20,46,61,93,96,116,121,155,163,170,179,195,200,203,217,237,241],"adoption":[5],"and":[6,44,221,235],"use":[7,224],"of":[8,17,22,29,95,112,178,211],"online":[9,30,56,100,135,190,212,242],"banking":[10,31,57,101,136,191,213,243],"services":[11,214],"has":[12,24],"grown":[13],"in":[14,52,86,98,130,172,240],"many":[15],"parts":[16],"world,":[19],"centre":[21],"attention":[23],"been":[25],"largely":[26],"on":[27,34,194],"determinants":[28],"adoption,":[32],"not":[33],"users'":[35,58],"satisfaction":[36,59,133,188,210],"with":[37,60,134,165,189],"use.":[38],"This":[39],"paper":[40,228],"aims":[41],"to":[42,54,91,168],"test":[43,92,162],"validate":[45],"End\u2010User":[47],"Computing":[48],"Satisfaction":[49],"(EUCS)":[50],"model":[51,97,124,144,164,171,239],"order":[53],"investigate":[55],"service.":[62],"Design/methodology/approach":[63],"A":[64],"survey":[65,105],"(":[66],"n":[67],"=268)":[68],"was":[69],"carried":[70],"out":[71],"using":[72],"convenience":[73],"sampling.":[74],"An":[75],"exploratory":[76],"factor":[77,83],"analysis":[78,84],"followed":[79],"by":[80,192,215,233],"a":[81,230],"confirmatory":[82],"run":[85],"LISREL":[87],"8.7":[88],"is":[89],"used":[90],"validity":[94],"an":[99],"context.":[102,174,244],"Findings":[103,177],"The":[104,142,227],"results":[106,204],"support":[107],"three":[108,196],"constructs":[109,197],"(content,":[110],"ease":[111],"use,":[113],"accuracy)":[114],"from":[115,146,199],"original":[117],"model,":[118],"indicating":[119],"that":[120,182,206],"modified":[122],"EUCS":[123,238],"labelled":[125],"EUCS2":[126],"can":[127,208],"be":[128],"utilized":[129],"analyzing":[131],"user":[132],"among":[137],"private":[138],"customers.":[139],"Research":[140],"limitations/implications":[141],"obtained":[143,198],"suffered":[145],"two":[147],"cross\u2010loadings":[148],"between":[149],"individual":[150],"items.":[151],"Another":[152],"limitation":[153],"concerns":[154],"sample":[156],"obtained.":[157],"Therefore,":[158],"future":[159],"studies":[160],"should":[161],"larger":[166],"samples":[167],"verify":[169],"this":[173],"Practical":[175],"implications":[176],"study":[180],"indicate":[181,205],"banks":[183,207],"could":[184],"improve":[185],"end\u2010user":[186],"computing":[187],"concentrating":[193],"analyses.":[201],"Moreover,":[202],"increase":[209],"personalising":[216],"service,":[218],"allowing":[219],"easier":[220],"more":[222],"convenient":[223],"experience.":[225],"Originality/value":[226],"makes":[229],"significant":[231],"contribution":[232],"testing":[234],"modifying":[236]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":11},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":9},{"year":2018,"cited_by_count":7},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":6},{"year":2015,"cited_by_count":11},{"year":2014,"cited_by_count":12},{"year":2013,"cited_by_count":14},{"year":2012,"cited_by_count":14}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
