La influencia de la confianza y satisfacción del cliente en la intención de uso de los servicios bancarios por internet: un modelo estructural

Main Article Content

Jean-Pierre Lévy Mangin
; Normand Bourgault
; Cristina Calvo Porral
; Mycalle Trudel


Las entidades financieras ofrecen cada vez más servicios a sus clientes a través de internet. En este entorno, el objetivo del artículo es analizar cómo influye la confianza y la satisfacción de los usuarios en la intención de uso de los servicios financieros en línea. De este modo, se propone un modelo conceptual resuelto mediante PLS-PM (Partial Least Squares). Los resultados obtenidos muestran que la confianza del usuario depende de la seguridad del sistema, la utilidad y la competencia de la entidad financiera, y pone de relieve el impacto de la confianza, la facilidad de uso y el diseño en la satisfacción del usuario con los servicios financieros en internet .

Article Details

Como citar
LÉVY MANGIN, Jean-Pierre et al. La influencia de la confianza y satisfacción del cliente en la intención de uso de los servicios bancarios por internet: un modelo estructural. CIENCIA ergo-sum, [S.l.], v. 27, n. 2, abr. 2020. ISSN 2395-8782. Disponible en: <>. Fecha de acceso: 01 dic. 2022 doi:
Ciencias sociales


Abu-Shanab, E., & Anagreh, L. (2015). Impact of electronic customer relationship management in banking sector. Int. J. Electronic Customer Relationship Management, 9(4), 2015.

Amin, H. (2007). Internet banking adoption among young intellectuals. Journal of Internet Banking and Commerce, 12(3), 1-14.

Amin, M. (2016). Internet Banking Service Quality and its Implication on e-Customer Satisfaction and e-Customer Loyalty. International Journal of Bank Marketing, 34(4), 280-306.

Anderson, J. C., & Narus, J. A. (1990). A Model of Distributor Firm and Manufacturer Firm Working Partnerships. Journal of Marketing, 54 (1), 42-58.

Anderson R., & Srinivasan, S. (2003). E-Satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20(2), 123-138.

Akinci, S., Aksoy, S., & Atilgan, E. (2004). Adoption of internet banking among sophisticated consumer segments in an advanced developing country. The International Journal of Bank Marketing, 22(2/3), 212-232.

Azdoo, R., & Homayounfar, M. (2016). The effect of customer involvement and satisfaction and customer confidence in the commitment of electronic banking (case study: commerce bank branches). Journal of Administrative Management, Education and Training (JAMET), 12(3), 412-419

Bhattacherjee, A. (2001). An empirical analysis of the antecedents of electronic commerce services continuance. Decision Support Systems, 32, 201-214.

Bhattacherjee, A. (2002). Individual trust in online firm: scale development initial test. Journal of Management Information Systems, 19(1), 211-241.

Beckett, A., Hewer, P., & Howcroft, B. (2000). An Exposition of Consumer Behaviour in the Financial Services Industry. International Journal of Bank Marketing, 18(1), 15-26.

Belanger, F., Hiller, J. S., & Smith, W. J. (2002). Trustworthiness in Electronic Commerce, the Role of Privacy, Security and Site Attributes. Journal of Strategic Information Systems, 11, 245-270.

Bhatthacherjee, A. (2002). Individual Trust in Online Firm. Scale Development and Initial Test. Journal of Management Information Systems, 19(1), 211-241.

Bradley, L., & Stewart, K. (2003). The Diffusion of Online Banking. Journal of Marketing Management, 19(9), 1087-1109.

Briz-Ponce, L. Pereira, A., Carval, L., Juanes-Méndez, J. A., & García-Peñalvo, F. J. (2017). Learning with mobile technologies–Students’ behavior. Computers in Human Behavior, 72(2017), 612-620. Disponible en

Cabero Almenara, J., Barroso Osuna, J, Llorente Cejudo, MC, (2016). Technology acceptance model &realidad aumentada: estudio en desarrollo. REVISTA LASALLISTA DE INVESTIGACIÓN - Vol. 13 No. 2 – 2016.

CEFRIO. (2015). Le Commerce électronique et services bancaires en ligne au Québec, 3(6). Disponible en

Cheung, M. K., & Lee, K. O. (2006). Understanding consumer’s trust in internet shopping, a multidisciplinary approach. Journal of the American society for Information Science and Technology, 57(4), 479-492.

Chiu J. L., Nelson C. Bool, Candy Lim Chiu, (2017). Challenges and factors influencing initial trust and behavioral intention to use mobile banking services in the Philippines. Asia Pacific Journal of Innovation and Entrepreneurship, 11(2), pp.246-278,

Claessens, S., Glaessner, T., & Klingebiel, D. (2002). Electronic Finance: Reshaping the Financial Landscape Around the World. Journal of Financial Services Research, 22(1), 29-61.

Coulter, K., & Coulter, R. (2002). Determinants of trust in a servive provider: the moderating role of lenght of relationship. Journal of Services Marketing, 16(1), 260-275.

Davis, F., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management Science, 35(8), 982-1003.

Das, T. K., & Teng, B. S. (2004). The risk based view of trust: A conceptual framework. Journal of Business and Psychology, 19(1), 85-116.

Dogruel, L., Joeckel, S., & Bowman, N. (2015). The use and acceptance of new media entertainment technology by elderly users: Development of an expanded technology acceptance model. Journal of Behaviour & Information Technology, 34(11),

Doney, P. M., & Cannon, J. -P. (1997). An Examination of the Nature of Trust in Buyer-Seller relationships. Journal of Marketing, 61 (2), 35-51.

Emad Abu-S, Anagreh, L. (2015). Impact of electronic customer relationship management in banking sector. Int. J. Electronic Customer Relationship Management, 9(4), 2015.

Flavian, C., & Guinaliu, M. (2006). Consumer Trust, Perceived Security and Privacy Policy. Three Basic Elements of Loyalty to a Web Site. Industrial Management and Data Systems , 106 (5), 601-620.

Fornell, C., & Larcker, F. D. (1981). Evaluating structural equations models with unobservable variables and measurement errors. Journal of Marketing Research, 18(1), 39-50.

Furnell, S., & Karweni, T. (1999). Security Implications of Electronic Commerce. A Survey of Consumers and Business. Internet Research: Electronic Networking Applications and Policy, 9(5), 372-382.

Friedman, B., Khan, P. J. R., & Howe, D. C.(2000). Trust online. Communications of ACM, 43(1), 34-40.

Ganessan, S. (1994). Determinants of long-term orientation in buyer seller relationship. Journal of Marketing, 58(1), 1-19.

Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51-90.

Gefen, D., & Straub, D. W. (1997). Gender Differences in the Perception and Use of E-mail: An Extension to the Technology Acceptance Model. MIS Quarterly, 21(4), 389-400.

Gefen, D., & Straub, D. W. (2004). Consumer Trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services, Omega, 32, 407-424.

Geyskens, I., Steenkamp, J-B.E.M., Scheer, I.-K., & Kumar, N. (1999). A Meta-analysis of satisfaction in Marketing channels Relationship. Journal of Marketing Research, 36 (2), 223-238.

Gounaris, S., & Koritos, C. (2008). Investigating the drivers of internet banking adoption decision: A comparison of three alternative frameworks. International Journal of Bank Marketing, 26(5), 282-304.

Grabner-Krauter, S. (2002). The role of consumer’s trust in online shopping. Journal of Business Ethics, 39(1) 45-50.

Grabner-Krauter, S., & Faullant, R. (2008). Consumer acceptance of internet banking: the influence of internet trust. International Journal of Bank Marketing, 16(7), 483-504.

Grewal, D., Lindsey-Mullikin, J., & Munger, J. (2003). Loyalty in e-Retailing. A Conceptual Framework. Journal of Relationship Marketing, 2(3), 31-49.

Gupta, S., & Mittal, A. (2013). Emerging role of information technology in bankin sector’s development of India. Acme International Journal of Multidisciplinary Research, 1, 61-65.

Hair, J., Hult, G., T., Ringle, C., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-PM-SEM) (2nd edition). California: Sage Publications Thousand.

Harridge–March, S. (2006). Can the Building of Trust Overcome Consumer Perceived Risk Online. Marketing Intelligence and Planning, 24 (7), 746-761.

Henderson, R., & Divett, M. (2003). Perceived usefulness, ease of use and electronic supermarket use. International Journal of Human-Computer Studies, 59(3), 383-395.

Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., Ketchen, D. J., Hair, J. F., Hult, G. T. M., & Calantone, R. J. (2014). Common beliefs and reality about partial least squares. Organizational Research Methods, 17(2), 182-209.

Hoffman, D., Novak, T., & Peralta, M. (1999). Building consumer trust online. Communications of the ACM, 42(4), 80-85.

Issa Najafi (2014). Identify Effective Factors for Improving E-Trust of E-Transactions in the Context of E-Commerce and E-Government. International Journal of Computer Trends and Technology, 17(6), 281-299.

Kanlli. (2017). Estudio, evolución y perspectivas de e-commerce para 2017. Disponible en

Kaspersky Lab (2012). Digital Consumer’s on line: Trends and risks. Disponible en (

Keating, B., & Rugimbana, R. (2001). Capturing the holy grail-A conceptual model for e-loyalty. Disponible en

Keeney, R, L (1999). The Value of Internet Commerce to the Customer. Management Science, 45(4), 533-542.

Koufaris, M., & Hampton-Sosa, W. (2004). The development of initial trust in an online Company by new consumers. Information and Management, 41(3), 377-397.

Lai, P. C. (2014). Factors influencing consumers’ intention to use a single platform E-payment System. UNITEN.

Lai, P. C. (2013). Cashless, Cardless, Contactless and Convenience of MySIMTM. Global CLAS Technology.

Lai, P. C. & Ahmad, Z. A. (2014). Perceived Enjoyment of Malaysian consumers’ intention to use a single platform E-payment. Paper presented at International Conference on Liberal Arts & Social Sciences., 25th -29th April, 2014, Hanoi, Vietnam.

Lai, P. C., & Zainal A. A., (2015). Consumers’ intention to use a single platform e-payment system: A study among Malaysian internet and mobile banking users. Journal of Internet Banking and Commerce, 20(1) 1-13.

Lai, P. C., & Zainal, A. A., (2015). Perceived risk as an extension to TAM model: Consumers’ intention to use a single platform e-payment. Australia Journal Basic and Applied Science, 9(2): 323-330.

Lai, P. C. (2016). Design and security impact on consumers’ intention to use single platform e-payment. Interdisciplinary Information Sciences, 22(1), 111-122.

Lee, M. K. O., & Turban, E. (2001). A Trust Model for Consumer Internet Shopping International. Journal of Electronic Commerce, 6(1), 75-91.

Lévy Mangin, J. P. (2003). Modelización y análisis con ecuaciones estructurales, en J. P. Lévy Mangin & J. Varela Mallou (Eds.), Análisis multivariable para las ciencias sociales (pp. 767-814). Madrid: Pearson Educación.

Lévy Mangin, J.-P., Bourgault, N., Martinez Guerrero, M., & Ortega Egea, J.-M. (2011). Modeling perceived usefulness on adopting on-line banking through the TAM model in a Canadian banking environment. Journal of Internet Banking and Commerce, 16(1), 1-15.

Lévy Mangin, J.-P., Bourgault, N., Moriano Léon, J. A., & Martinez Guerrero, M. (2012). Testing control, innovation and enjoy as external variables to the technology acceptance model in a North American french banking environment. International Business Research, 5(2), 13-26.

Lévy Mangin, J.-P., Bourgault, N., Calvo-Porral, C., Mesly, O., Telahigue, I., & Trudel, M. (2014). The moderating role of risk, security and trust applied to the tam model in the offer of banking. Journal of Internet Banking and Commerce, 19(2), 1-21.

Liao, S., Shao, Y. P., Wang, H., & Chen, A. (1999). The Adoption of Virtual Banking: an Empirical Study. International Journal of Information Management, 19 (1), 63-74.

Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). Webqual: A measure of website quality. AMA Conference, 432-438. Marketing Educators Conference: Marketing Theory and Applications, 13, 22-25.

Lynch, P., Kent, R., & Srinivasan, S. (2001). The global internet shopper: Evidence of shopping tasks in twelve countries. Journal of Advertising Research, 41(3), 15-23.

Lopez Miguens, M. J., Rodriguez Comesaña, L., & Gonzalez Vazquez, E. (2010). Importancia del sitio web en la banca on-line: Influencia sobre la confianza. Investigaciones Europeas de Dirección y Economía de Empresa, 16(3), 85-106.

Martínez Guerrero, M., Ortega Egea, J. M., & Román González, M. V. (2005). Profiling the Adoption of Online Banking Systems in the European Union. Journal of Internet Business, 1, 1-18.

Mesly, O. (2011). From Autocratic to Democrat Managers: What is to Learn from Contrasting Cases? Journal of Behavioural Studies in Business, 11 (1), 39-62.

Montoya-Weiss, M. M., Voss, G. B, & Grewal, D. (2003). Determinant of on-line channels and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science, 31(3), 448-458.

Moon, J. -W., & Kim, Y. -G. (2001). Extending the TAM for a world-wide-web context. Information & Management, 38(4), 217-230.

Nunnally, J., & Bernstein, I. (1994). Psychometric theory. Series in Psychology. New York: Mc-Graw Hill.

Oliver, R. (1997). Satisfaction. A behavioural perspective on the consumer. New York: McGraw Hill.

Paul, L., John, I. & Pierre, C. (2003). Why do people use information technology: A critical review of the technology acceptance model. Association for Information Systems, 40(3), 191.

Pavlou, P. A. (2001). Integrating the Technology Acceptance Model with Trust in Electronic Commerce Model Development and Validation. Paper presented at the Americas Conference in Information Systems. Boston.

Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101-134.

Pavlou, P.A., & Fygenson, M. (2006). Understanding and predicting electronic commerce adoption: An extension of theory of planned behaviour. MIS Quarterly, 30(1), 115-143.

Posnord. (2016). E-commerce in Europe 2016. Disponible en

Puthela, N., & Ray, N. (2017). E-service Quality Dimensions: Striving for Customer Satisfaction in Online Banking Industry. Asian Resonance, 6(3), 1-8.

Reichfeld, F. F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the web. Harvard Business Review, 78(4), 105-113.

Riegelberger, J., Sasse, A. M., & McCarthy, J. D. (2005). The Mechanics of Trust: a Framework for Research and Design. International Journal of Human Computer Studies, 62 (2), 381-422.

Rigopoulos, G., & Askounis, D. (2007). A TAM framework to evaluate users’ perception towards online electronic payments. Journal of Internet Banking and Commerce, 12(3), 1-6.

Shankar, V., Smith, A., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in on line and offline environments. International Journal of Research in Marketing, 20 (1), 153-175.

Stewart, K. A., & Segars, A. H. (2002). An empirical examination of the concerns for information privacy instrument. Information System Research, 13(1),36-49.

Sultan, F., & Mooraj, H. A. (2001). Designing a trusted based a e-business strategy. Marketing Management, 1, 40-45.

Suh, B., & Han, I. (2003). The impact of consumer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce, 7(3), 135-161.

Truste. (2003). Identity theft and spam will deter online shopping this holiday season. Press Release of Truste. Disponible en

Urban, G. L., Amyx, C., & Lorenzon, A. (2009). Online trust: state of the art, new frontiers and research potential. Journal of Interactive Marketing, 23, 179-190.

Urban, L., Sultan, F., & Quals, W.J. (2000). Placing Trust at the Center of your Internet Strategy. Sloan Management Review, 42 (1), 39-48.

Venkatesh, V. & Davis, F. D. (1996). A Model of the Antecendents of Perceived Ease of Use: Development and Test. Decision Sciences, 27(3), 451-481.

Venkatesh, V., & Morris, M. G.(2000). Why don’t men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behaviour. MIS Quarterly, 24(1), 115-139.

Venkatesh, V. (2000). Determinants of perceived ease ofuse: Integrating control, intrinsic motivation, and emotion into the technology acceptance model. Information Systems Research, 11(4), 342-365.

Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186-204.

Venkatesh, V., Morris, M.G., Davis, F.D., & Davis, G.B. (2003). User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly, 27, 425-478.

Venkatesh, V., & Bala, H. (2008). Technology acceptance model 3 and a research agenda on interventions. Decision Sciences, 39(2), 273-315.

Walker, R. H., & Johnson, L.W. (2006). Why consumers use and do not use technology-enabled services. Journal of Services Marketing, 20(2), 125-135.

Walczuch, R., & Lundgren, H. (2004). Psychological antecedents of institution based consumer trust on e-retailing. Information and Management, 42(2), 159-177.

Wang, Y. S., Wang, Y. M., Lin, H. H., & Tang, T. I. (2003). Determinants of user acceptance of Internet banking: An empirical study. International Journal of Service Industry Management, 14(5), 501-519.

Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85-102.

Wolfinbarger, M. F., & Gilly, M. C. (2002). ComQ: Dimensionalizing, measuring and predicting quality of the e-tail Experience. Disponible en

Wolfinbarger, M. F., & Gilly, M. C. (2003). EtailQ: Dimensionalizing, measuring and predicting e-retail quality. Journal of Retailing, 79(3), 183-198.

Yuan, S., Liu, Y., Yao, R., & Liu, J. (2016). An investigation of users’ continuance intention towards mobile banking in China. Information Development, 32(1), 20-34

Zeithmal, V. A., Parasuraman & Malhotra, A. (2002). Service quality delivery through web sites. A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.