Importancia del sitio web en la banca onlineinfluencia sobre la confianza

  1. López Miguens, María Jesús
  2. Rodríguez Comesaña, Lorenzo
  3. González Vázquez, Encarnación
Revista:
Investigaciones europeas de dirección y economía de la empresa

ISSN: 1135-2523

Ano de publicación: 2010

Volume: 16

Número: 3

Páxinas: 85-106

Tipo: Artigo

DOI: 10.1016/S1135-2523(12)60036-7 DIALNET GOOGLE SCHOLAR lock_openDialnet editor

Outras publicacións en: Investigaciones europeas de dirección y economía de la empresa

Resumo

En este trabajo se analiza la incidencia de la calidad del sitio web financiero en la generación de confianza que los usuarios del mismo desarrollan hacia el canal Internet. Se discute, con ese fin, la hipótesis que establece una relación entre ambos constructos y que permitirá comprobar si el diseño, estructura de navegación y la información contenida en el sitio favorecen en el usuario la aparición de la confianza online, entendida ésta en términos de confiabilidad y seguridad y privacidad. Para su contrastación hemos formulado un modelo causal.

Referencias bibliográficas

  • ALADWANIA A.M., PALVIA P.C. " Developing and validating an instrument for measuring user-perceived Web quality" . Information & Management 2002, 39(6):467-476.
  • ANDERSON J.C., NARUS J.A. " A model of distributor firm and manufacturer firm working partnerships" . Journal of Marketing 1990, 54(1):42-58. enero.
  • APARICIO, M.G. (2000). " Marketing Bancario" . En AGUIRRE, M. S. Marketing en sectores específicos. Ediciones Pirámide (Grupo Anaya, S.A.), pp. 129-158.
  • ATHANASSOPOULOS A.D. " Customer satisfaction cue to support market segmentation and explain switching behavior" . Journal of Business Research 2000, 47(3):191-207.
  • BAKER R.C. " An analysis of fraud on the internet" . Internet Research: Electronic Networking Applications and Policy 1999, 9(5):348-359.
  • BELANGER F., HILLER J.S., SMITH W.J. " Trustworthiness in electonic commerce: the role of privacy, security, and site attributes" . Journal of Strategic Information Systems 2002, 11:245-270.
  • BERGERON J. " Les facteurs qui influencent la fidélité des clients qui achètent sur Internet" . Recherche et Applications en Marketing 2001, 16(3):39-53.
  • BHATTACHERJEE A. " Individual Trust in Online Firm: Scale Development and Initial Test" . Journal of Management Information Systems 2002, 19(1):211-241.
  • BRADY M.K., CRONIN J.J. " Some new thoughts on conceptualizing perceived service quality: a hierarchical approach" . Journal of Marketing 2001, 65(julio):34-49.
  • CALDERón E., IZQUIERDO A., RUIZ A.V. " La reserva de un hotel en turismo urbano: ¿establecimiento virtual o establecimiento físico?" . XVII Encuentro de Profesores Universitarios de Marketing 2005, 625-642. Ed. ESIC, Madrid, Madrid.
  • CAMARERO C., SAN MARTín S. " Determinantes de la satisfacción y la confianza del comprador on-line ante distintos niveles de riesgo percibido" . XIX Encuentro de Profesores Universitarios de Marketing 2007, 77. Vigo. Ed. ESIC, Madrid.
  • CARUANA A., EWING M., RAMASESHAN B. " Assessment of the three-column format SERVQUAL: An experimental approach" . Journal of Business Research 2000, 49(I):57-65.
  • CHEUNG M.K., LEE K.O. " Understanding consumer trust in internet shopping: a multidisciplinary approach" . Journal of the American Society for Information Science and Technology 2006, 57(4):479-492.
  • CHOUK, I.; PERRIEN, J. (2004). " Consumer trust towards an unfamiliar web merchant: a signaling approach" , Actas de la 33a EMAC Conference, Murcia, mayo, pp. 1-6.
  • COLLIER J.E., BIENSTOCK C.C. " Measuring service quality in e-retailing" . Journal of Service Research 2006, 8(3):260-275. febrero.
  • COULTER K., COULTER R. " Determinants of Trust in a Service Provider: the Moderating Role of Length of Relationship" . Journal of Services Marketing 2002, 16(1):35-50.
  • CROSBY L.A., KENNETH R.E., COWLES D. " Relationship quality in services selling: An interpersonal influence perspective" . Journal of Marketing 1990, 54(julio):68-81.
  • DAS T.K., TENG B.S. " The risk-based view of trust: a conceptual framework" . Journal of Business and Psychology 2004, 19(1):85-116. Otoño.
  • DAS T.K., TENG B.S. " Between trust and control: Development confidence in partner cooperation in alliances" . Academy of Management Review 1998, 23(3):491-512.
  • DESHPANDE R., ZALTMAN G. " A comparison of factors affecting use of marketing information in consumer and industrial firms" . Journal of Marketing Research 1987, 24(febrero):114-118.
  • DESHPANDE R., ZALTMAN G. " Factors affecting the use of market research information: A path analysis" . Journal of Marketing Research 1982, 19(febrero):14-31.
  • DONEY P.M., CANNON J.P. " An examination of the nature of trust in buyer-seller relationships" . Journal of Marketing 1997, 61(2):35-51. abril, pp.
  • EMARKETER The ePrivacy and security report http://www.emarketer.com/Report.aspx?eprivacy_security.
  • FERNánDEZ E., ROMán S. " Organisational citizenship behavior from the service customer's perspective. A scale development and validation" . International Journal of Market Research 2005, 47(3):317-336.
  • FERNánDEZ E., ROMán S., MARTín P.J. " Re-conceptualización y medición de la calidad del servicio del sitio web de servicios: desarrollo de una escala formativa" . XVIII Encuentro de Profesores Universitarios de Marketing 2006, 1063-1069. Almería. Ed. ESIC, Madrid.
  • FLAVIán C., GUINALíu M. " Consumer trust, perceived security and privacy policy. Three basic elements of loyalty to a web site" . Industrial Management & Data Systems 2006, 106(5):601-620. 2006.
  • FLAVIán C., GUINALíu M. " La confianza y el compromiso en las relaciones a través de Internet. Dos pilares básicos del marketing estratégico en la red" . Cuadernos de Economía y Dirección de Empresa 2006, (29):133-160.
  • FLAVIán, C.; GUINALíu, M. (2005). " Confianza del consumidor, seguridad percibida y políticas de privacidad: tres elementos fundamentales en la lealtad a un sitio web" . XVII Encuentro de Profesores Universitarios de Marketing, Madrid. Ed. ESIC, Madrid, pp. 245-260.
  • FLAVIAN C., GUINALIU M., TORRES E. " How bricks-and-mortar attributes affect online banking adoption" . International Journal of Bank Marketing 2006, 24(6):406-423.
  • FRIEDMAN B., KAHN P., HOWE D.C. " Trust online" . Communications of the ACM 2000, 43(diciembre):34-40.
  • FUKUYAMA F. Trust: The social virtues and the creation of prosperity 1995, Free Press, New York.
  • FURNELL S.M., KARWENI T. " Security implications of electronic commerce: A survey of consumers and businesses" . Internet Research: Electronic Networking Applications and Policy 1999, 9(5):372-382.
  • GANESAN S. " Determinants of long-term orientation in buyer-seller relationship" . Journal of Marketing 1994, 58:1-19.
  • GEFEN D. " E-commerce: the role of familiarity and trust" . The International Journal of Management Science 2000, 28:725-737.
  • GEFEN D., KARAHANNA E., STRAUB D.W. " Trust and TAM in online shopping: an integrated model" . MIS Quarterly 2003, 27(1):51-90.
  • GEFEN D., STRAUB D.W. " Consumer trust in B2C e-commerce and the importance of social presence: experiments in e-products and e-services" . Omega - The International Journal of Management Science 2004, 32:407-424.
  • GERRARD P., CUNNINGHAM J.B. " The diffusion of Internet banking among Singapore consumers" . The International Journal of Bank Marketing 2003, 21(1):16-28.
  • GEYKENS I., STEENKAMP J.B., KUMAR N. " Generalizations about trust in marketing channel relationships using meta-analysis" . International Journal of Research in Marketing 1998, 15(3):223-248.
  • GEYSKENS I., STEENKAMP J.B., SCHEER L.K., KUMAR N. " A meta-analisis of satisfaction in marketing channel relationships" . Journal of Marketing Research 1999, 36(mayo):223-238.
  • GRABNER-KRAütER S. " The role of consumers trust in online shopping" . Journal of Business Ethics 2002, 39:43-50.
  • GRABNER-KRAütER S., FAULLANT R. " Consumer acceptance of internet banking: the influence of internet trust" . International Journal of Bank Marketing 2008, 26(7):483-504.
  • GREWAL D., LINDSEY-MULLIKIN J., MUNGER J. " Loyalty in e-tailing: A conceptual framework" . Journal of Relationship Marketing 2003, 2(3):31-49.
  • HARRIDGE-MARCH S. " Can the building of trust overcome consumer perceived risk online" . Marketing Intelligence & Planning 2006, 24(7):746-761.
  • HARRIS L.C., GOODE M.H. " The four levels of loyalty and the pivotal role of trust: A study of online service dynamics" . Journal of Retailing 2004, 80(2):139-158.
  • HOFFMAN D.L., NOVAK T.P., PERALTA M. " Information privacy in the marketspace: Implications for the commercial uses of anonymity on the web" . The Information Society 1999, 15(2):129-139.
  • INTECO (Instituto Nacional de Tecnologías de la Comunicación). Estudio sobre la Seguridad de la Información y eConfianza en los hogares españoles. (Tercera oleada: Mayo 2007-Julio 2007). Disponible en . http://www.inteco.es.
  • JARVENPAA S.L., SAARINEN L. " Consumer trust in an internet store: A cross-cultural validation" . Journal of Computer-mediated Communications 1999, 5(2). http://jcmc.indiana.edu/vol5/issue2/jarvenpaa.html.
  • LARZELERE ROBERT E., HUSTON TED L. " The dyadic trust scale: Toward understanding interpersonal trust in close relationships" . Journal of Marriage and the Family 1980, agosto:595-604.
  • LASSALA C., RUIZ C., SANZ S. " Implicaciones de la satisfacción, confianza y lealtad en el comportamiento de uso de la banca online" . XXI Congreso Anual AEDEM 2007, 1:46.
  • LASSALA, C. et al. (2007b). " Los servicios financieros en Internet: un estudio de las decisiones de compra" . Boletín económico de ICE, No. 2906, (del 01 al 15 de marzo), pp. 19-36.
  • LEE M.K.O., TURBAN E. " A trust model for consumer Internet shopping International" . Journal of Electronic Commerce 2001, 6(1):75-91. otoño.
  • LévY J.P. Modelización y programación estructural con AMOS 2001, Instituto Superior de Técnicas y Prácticas Bancarias.
  • LévY; J.P., VARELA J. Análisis multivariable para las Ciencias Sociales 2003, Pearson Educación, S.A. Madrid.
  • LIU C., ARNETT K.P. " Exploring the factors associated with web site success in the context of electronic commerce" . Information & Management 2000, 38(1):23-33.
  • LOIACONO, E.; WATSON, R.T., GOODHUE, D. (2002). " WEBQUAL: A measure of website quality" , AMA Conference, invierno, pp. 432-438. En EVANS, K.; SCHEER, L. (Eds.), 2002 Marketing educators' conference: Marketing theory and applications, Vol. 13, pp. 22-25.
  • LOIACONO, E. et al. (2000), " WebQual: AWeb Site Quality Instrument" , working paper, Worcester Polytechnic Institute.
  • LONG M., MCMELLON C. " Exploring the determinants of retail service quality on the internet" . Journal of services Marketing 2004, 18(1):78-90.
  • LU H., LIN J.C. " Predicting customer behavior in the market-space: A study of rayport and Sviokla's framework" . Information & Management 2002, 40(1):1-10.
  • LUARN P., LIN H.H. " Toward an understanding of the behavioral intention to use mobile banking" . Computers in Human Behavior 2005, 21:873-891.
  • LYNCH P., KENT R., SRINIVASAN S. The global internet shopper: Evidence from shopping tasks in twelve countries. Journal of Advertising Research 2001, 41(3):15-23.
  • MAYER R.C., DAVIS J.H., SCHOORMAN F.D. " An integrative model of organizational trust" . Academy of Management Review 1995, 20(3):709-734.
  • MCKNIGHT H., CHOUDHURY V., KACMAR C. " The impact of initial consumer trust on intentions to transact with a web site: a trust building model" . Journal of Strategic Information Systems 2002, 11:297-323.
  • MONTOYA-WEISS M.M., VOSS G.B., GREWAL D. " Determinants of online channel use and overall satisfaction with a relational, multichannel service provider" . Journal of the Academy of Marketing Science 2003, 31:448-458.
  • MORGAN R.M., HUNT S. " The commitment-trust theory of relationship marketing" . Journal of Marketing 1994, 58(3):20-38.
  • MUKHERJEE A., NATH P. " A model of trust in online relationship banking" . International Journal of Bank Marketing 2003, 21(1):5-15.
  • NOVAK T.P., HOFFMAN D.L., YUNG Y. " Measuring the customer experience in online environments: A structural modeling approach" . Marketing Science 2000, 19(1):22-42.
  • NUMALLY J.C. Theory of measurement error. Psychometric theory 1978, McGraw Hill, New York. 2nd ed.
  • PARASURAMAN A., ZEITHHAML V.A., BERRY L.L. " A conceptual model of service quality and its implications for future research" . Journal of Marketing 1985, 49(Fall):41-50.
  • PARASURAMAN A., ZEITHAML V., MALHOTRA A. " E-S-QUAL: A multiple-item scale for assessing electronic service quality" . Journal of Service Research 2005, 7(3):213-233.
  • PAVLOU P.A. " Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model" . International Journal of Electronic Commerce 2003, 7(3):101-134.
  • PAVLOU P.A., FYGENSON M. " Understanding and predicting electronic commerce adoption: an extension of the theory of planned behavior" . MIS Quarterly 2006, 30(1):115-143.
  • RAMón, M.A.; MARTín, E. (2007). " Estudio del desarrollo de la confianza considerando diferentes contextos de riesgo" . XIX Encuentro de Profesores Universitarios de Marketing, Vigo. Ed. ESIC, Madrid, p. 180.
  • RANGANATHAN C., GANAPATHY S. " Key dimensions of B2C websites" . Information &management 2002, 39:457-465.
  • REICHHELD F.F., SASSER W.E. " Zero Defections: Quality Comes to Services" . Harvard Business Review 1990, 68(septiembre-octubre):105-111.
  • REICHHELD F.F., SCHEFTER P. " E-loyalty: Your secret weapon on the web" . Harvard Business Review 2000, 78(4):105-113.
  • RIEGELSBERGER J., SASSE A.M., MCCARTHY J.D. " The mechanics of trust: a framework for research and design" . International Journal of Human-Computer-Studies 2005, 62:381-422.
  • ROTCHANAKITUMNUAI S., SPEECE M. " Barriers to internet banking adoption: a qualitative study among corporate customers in Thailand" . International Journal of Bank Marketing 2003, 21(6):312-323.
  • ROY M., DEWIT O., AUBERT B. " The Impact of Interface Usability on Trust in Web Retailers" . Internet Research: Electronic Networking Applications and Policy 2001, 11(5):388-398.
  • RUDIE, M.J.; WANSLEY, H.B. (1985). " The merrill lynch quality program" . En BLOCH, T., UPAH, G., ZEITHAML, V. (Eds), Services Marketing in a Changing Environment.
  • RUIZ A.V., IZQUIERDO A., CALDERón E. " Confianza, señales informativas y costes de transacción: Su influencia sobre la compra de viajes de sol y playa a través de internet" . XVIII Encuentro de Profesores Universitarios de Marketing 2006, 931-948. Almería. Ed. ESIC, Madrid.
  • SAN MARTín S., CAMARERO C., HERNánDEZ C. " Generación de lealtad del consumidor al sitio web" . XVIII Encuentro de Profesores Universitarios de Marketing 2006, 161-169. Almería. Ed. ESIC, Madrid.
  • SCHODER D., YIN P.L. " Building firm trust online" . Communications of the ACM 2000, 43(12):73-79. diciembre.
  • SCHOORMAN F.D., MAYER R.C., DAVIS J.H. " An integrative model of organizational trust" . Academy of Management Review 1995, 20(3):709-734. En Ramón y Jerónimo (2007).
  • SIGUAW J., SIMPSON P., BAKER T. " Effects of Supplier Market Orientation on Distributor Market Orientation and the Channel Relationship: the Distributor Perspective" . Journal of Marketing 1998, 62(julio):99-111.
  • SINGH M. " E-services and their role in B2C e-commerce" . Managing Service Quality 2002, 12:434-446.
  • SMITH A.M. " Some problems when adopting Churchill's paradigm for the development of service quality measures" . Journal of Business Research 1999, 46(2):109-120.
  • SMITH A.K., BOLTON R.N., WAGNER J. " A model of customer satisfaction with service encounters involving failure and recovery" . Journal of Marketing Research 1999, XXXVI(agosto):356-372.
  • SOHN C., TADISINA S.K. " Development of e-service quality measure for internet-based financial institutions" . Total Quality Management 2008, 19(9):903-918. septiembre 2008.
  • SRINIVASAN S.S., ANDERSON R., PONNAVOLU K. " Customer loyalty in e-commerce: An exploration of its antecedents and consequences" . Journal of Retailing 2002, 78(1):41-50.
  • SULTAN F., MOORAJ H.A. " Designing a trust-based E-business strategy" . Marketing Management 2001, noviembre/diciembre, 40-45.
  • SZYMANSKI D.M., HISE R.T. " E-satisfaction: An initial examination" . Journal of Retailing 2000, 76(3):309-322.
  • THOMPSON P., DESOUZA G., GALE B.T. The strategic management of service quality. Quality Progress 1985, 18(6):20-25.
  • TRUSTE " Identity theft and spam will deter online shopping this holiday season" , Press release of Truste http://www.truste.org/about/press_release/12_01_03.php.
  • UDO G. " Privacy and security concerns as major barriers for e-commerce: a survey study" . Information Management & Computer Security 2001, 9(4):165-174.
  • URBAN G.L., SULTAN F., QUALLS W.J. " Placing trust at the centre of your Internet strategy" . Sloan Management Review 2000, 42(1):39-48. otoño.
  • WALCZUCH R., LUNDGREN H. " Psychological antecedents of institution-based consumer trust in e-retailing" . Information & Management 2004, 42:159-177.
  • WANG H., LEE M., WANG C. " Consumer privacy concerns about Internet marketing" . Communications of the ACM 1998, 41:63-70.
  • WOLFINBARGER M.F., GILLY M.C. " eTailQ: Dimensionalizing, measuring and predicting etail quality" . Journal of Retailing 2003, 79(3):183-198.
  • WOLFINBARGER M.F., GILLY M.C. " .comQ: Dimensionalizing, measuring and predicting quality of the e-tail experience" http://www.crito.uci.edu/publications/pdf/comQ.pdf.
  • YANG Z., PETERSON R.T., HUANG L. " Taking the Pulse of Internet Pharmacies" . Marketing Health Services 2001, Summer:5-10.
  • YOO B., DONTHU N. " Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal)" . Quarterly Journal of Electronic Commerce 2001, 2(1):31-46.
  • YOON S.J. " The antecedents and consequences of trust in on-line purchase decisions" . Journal of Interactive Marketing 2002, 12(2):47-63.
  • YOUSAFZAI Y., PALLISTER G., FOXALL; GORDON R. " A proposed model of e-trust for electronic banking" . Technovation 2003, 23:847-860.
  • ZEITHAML V.A. " Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence" . Journal of Marketing 1988, 52(julio):2-22.
  • ZEITHAML V.A., BERRY L.L., PARASURAMAN A. " The behavioral consequences of service quality" . Journal of marketing 1996, 60(2):31-46.
  • ZEITHAML V.A., PARASURAMAN A., BERRY L.L. Delivering Quality Service: Balancing Customer Perceptions and Expectations 1990, Free Press, New York.
  • ZEITHAML V.A., PARASURAMAN A., MALHOTRA A. " Service quality delivery through web sites: A critical review of extant knowledge" . Journal of the Academy of Marketing Science 2002, 30(4):362-375.
  • ZEITHAML V.A., et al. " Eservice quality: Definitions, dimensions and conceptual model" . Working Paper 2000, Marketing Science Institute, Cambridge, MA.
Fonte de datos: Dialnet