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Online banking services: a meta-analytic review and assessment of the impact of antecedents and consequents on satisfaction

• Original Article
• Published: 31 October 2018
• Volume 23 , pages 168–178, ( 2018 )

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• Fernando de Oliveira Santini 1 ,
• Wagner Junior Ladeira 1 ,
• Claudio Hoffmann Sampaio 2 &
• Marcelo Gattermann Perin 2  

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This paper provides a meta-analysis of the generalizations in the relationships between the antecedents and consequents of satisfaction with online banking services. In total, 118 observations were analysed, with a sample of 49,607 respondents in 39 published articles from studies indexed in ten databases (Jstor, Emerald, PsycINFO, Taylor & Francis, Elsevier Science Direct, Scopus, ProQuest, SciELO, Google Scholar and EBSCO). Specifically, for the data analysis, we used the correlation coefficient r (plus χ 2 , f test, t test, z test and β values). The results showed that constructs related to uncertainty, as evoked by online devices, system performance, quality of device content and online banking device structures, are significant and positive antecedents of consumer satisfaction. We also found that satisfaction with online banking services promotes trust and loyalty. Finally, we also detected that the relationship between reliability, satisfaction and service quality is stronger among Western banking consumers.

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de Oliveira Santini, F., Ladeira, W.J., Sampaio, C.H. et al. Online banking services: a meta-analytic review and assessment of the impact of antecedents and consequents on satisfaction. J Financ Serv Mark 23 , 168–178 (2018). https://doi.org/10.1057/s41264-018-0059-4

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Revised : 14 October 2018

Published : 31 October 2018

Issue Date : December 2018

DOI : https://doi.org/10.1057/s41264-018-0059-4

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