ATTRIBUTES PREDECESSORS SATISFACTION AND CONFIDENCE IN THE INTERNET BANKING SERVICE

This article identifies the attributes that are antecedent to the generation of trust and satisfaction for users of internet banking services. This is a survey research that included the participation of 449 Brazilian respondents. The data were analyzed using statistical procedure of systematic data, exploratory factor analysis, construct validity, construction schedules, confirmatory factor analysis and structural equation modeling. The theoretical model consists of seven hypotheses about the relationship between trust, satisfaction, usability, reputation and privacy/security. In the model proposed constructs for confidence and satisfaction appear as regression variables and have a good level of reliability allowing the observation of its importance in providing internet banking services. The results indicate that higher levels of usability, reputation and privacy/security provided by users of this service contribute to better levels of confidence and satisfaction. The way people see the internet banking service, to compare the products and services offered by other websites competing banks, is positively related to the trust and satisfaction deposited in providing the service. The results also show that the user confidence in the use of internet banking service is not a predecessor of the satisfaction of it.