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Information Systems Success in the Context of Internet Banking: Scale Development

Abstract

The Internet has revolutionized services across institutions. The Banking sector has registered significant change in the quality of service owing to the bandwidth of information flow ensuring greater customer-satisfaction. This has also brought into perspective the security environment within which information flow takes place. This paper initiates a few viable steps through scale development for Information System success with respect to Internet Banking. It attempts to fine tune the design efficiency of the measuring tool, at an individual level, for IS success. Towards this end, the study takes the empirical route for, qualitatively and quantitatively, testing and validating the outcomes for enhanced perceived security in select Indian nationalized banks. The present study examines the user satisfaction; individual impact; information, system and which impact IS success. It revisits the methods by which these variables are, hitherto, measured. It proceeds towards a scale development after examining the responses from 520 samples. The findings are based on the development of a six-factor scale. While the study has particular relevance for individual users of net-banking, it has promise for wider application at the organizational level as well.

SENTHILARASU BALASUBRAMANIAN, VEERARAGHAVAN JAGANNATHAN, THAMARAISELVAN NATARAJAN

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