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 http://orcid.org/0000-0002-0428-3277 Normand Bourgault http://orcid.org/0000-0001-9426-9032 Cristina Calvo Porral http://orcid.org/0000-0002-5470-0729 Mycalle Trudel http://orcid.org/0000-0001-8344-3453

Resumen

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: <https://cienciaergosum.uaemex.mx/article/view/9347>. Fecha de acceso: 31 mayo 2020 doi: https://doi.org/10.30878/ces.v27n2a3.
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Ciencias sociales

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