Measuring the Influence of User Experience on Banking Customers’ Trust
- Bank and trust – two words but one meaning in customers’ minds. When interacting with financial service providers, customers are consistently looking for “trust signals” that comfort their decisions and “distrust signals” which create doubt. Therefore, service providers need a deep understanding of the customers’ requirements and wishes. To identify trust and distrust signals, we combineBank and trust – two words but one meaning in customers’ minds. When interacting with financial service providers, customers are consistently looking for “trust signals” that comfort their decisions and “distrust signals” which create doubt. Therefore, service providers need a deep understanding of the customers’ requirements and wishes. To identify trust and distrust signals, we combine established user experience research methods with a new testing procedure to gain helpful recommendations for optimizing the online appearance of banks. The contribution is divided into three parts: Firstly, we investigate current approaches in the financial service industry. Secondly, we provide a corpus describing the relationship between the customers’ perception of a bank’s website and trust. Thirdly, an empirical study based on qualitative user experience testing with banking website customers shows the value gained by optimizing the banks’ virtual interface by enhancing “trust signals” and avoiding “distrust signals”.…
Document Type: | Part of a Book |
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Zitierlink: | https://opus.hs-offenburg.de/3020 | Bibliografische Angaben |
Title (English): | Measuring the Influence of User Experience on Banking Customers’ Trust |
Author: | Andrea MüllerStaff MemberGND, Oliver KornStaff MemberORCiDGND, Christina Miclau![]() |
Year of Publication: | 2018 |
Place of publication: | Cham |
Publisher: | Springer |
First Page: | 382 |
Last Page: | 395 |
Parent Title (English): | HCI in Business, Government, and Organizations. HCIBGO 2018. Lecture Notes in Computer Science |
Volume: | 10923 |
ISBN: | 978-3-319-91715-3 (Print) |
ISBN: | 978-3-319-91716-0 (Online) |
DOI: | https://doi.org/10.1007/978-3-319-91716-0_30 |
URL: | https://www.researchgate.net/publication/325560475 |
Language: | English | Inhaltliche Informationen |
Institutes: | Forschung / ACI - Affective and Cognitive Institute |
Fakultät Wirtschaft (W) | |
Fakultät Medien und Informationswesen (M+I) (bis 21.04.2021) | |
Collections of the Offenburg University: | Bibliografie |
Tag: | Banking; Trust; UX; User Experience; User Studies | Formale Angaben |
Open Access: | Open Access |
Licence (German): | ![]() |