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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”.show moreshow less

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Metadaten
Document Type:Part of a Book
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 MiclauStaff MemberGND, Selina Anke, Sabrina Herrmann, Pia Katz, Christina Leuchtweis, Sandra Wörner
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)
Institutes:Bibliografie
Tag:Banking; Trust; UX; User Experience; User Studies
Formale Angaben
Open Access: Open Access 
Licence (German):License LogoUrheberrechtlich geschützt