Confianza y calidad de la información para la satisfacción y lealtad del cliente en el e-Banking con el uso del teléfono celular

• José Melchor Medina Quintero ^[1] ; Osiris Ríos Echeverría ^[2] ; Fernando Ortiz Rodríguez ^[1]
  1. [1] Universidad Autónoma de Tamaulipas

     Universidad Autónoma de Tamaulipas

     México

     
  2. [2] Universidad Politécnica Metropolitana de Hidalgo, México
• Localización: Contaduría y administración, ISSN 0186-1042, ISSN-e 2448-8410, Vol. 67, Nº. 1, 2022
• Idioma: español
• Títulos paralelos:
  • Trust and information quality for the customer satisfaction and loyalty in e-Banking with the use of the mobile phone
• Enlaces
  • Texto completo (pdf)
• Dialnet Métricas: 3 Citas
• Resumen
  • español

    La banca electrónica (e-Banking) ha avanzado en los últimos años debido al desarrollo de Internet y al uso masivo de teléfonos celulares por los consumidores que obligan a la industria bancaria a generar estrategias para este mercado que se abre a sus modelos de negocios. El objetivo de esta investigación es determinar cómo la confiabilidad y la calidad de la información influyen en la satisfacción y lealtad de los clientes del e-Banking cuando lo operan por medio del teléfono celular. El método consiste en la administración de un cuestionario a 240 clientes en el noreste de México que operan alguna aplicación informática de la banca comercial y el análisis inferencial con SmartPLS. Los resultados muestran que la confianza y la utilidad percibida impactan al uso de esta tecnología. La aportación trascendental es que el uso cuenta con una influencia sustancial en la satisfacción y lealtad de los clientes del e-Banking.

  • English

    Electronic banking (e-Banking) has been advancing fast during the last few years due to Internet growth and the massive use of mobile phones. Consumers force the banking industry to generate strategies to attract that business model. This research aims to acknowledge the trust and information quality affecting e-Banking customers satisfaction and loyalty. The methodology applied is based on a questionnaire to 240 customers in northeastern Mexico. The inferential analysis was done with SmartPLS. The main results shown trust and perceived usefulness directly impact technology adoption. The principal factor is that the use of mobile phones substantially influences e-Banking user satisfaction and loyalty

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