Volltext-Downloads (blau) und Frontdoor-Views (grau)
The search result changed since you submitted your search request. Documents might be displayed in a different sort order.
  • search hit 1 of 2
Back to Result List

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

Export metadata

Additional Services

Share in Twitter Search Google Scholar

Statistics

frontdoor_oas
Metadaten
Author:Andrea MüllerGND, Oliver KornORCiDGND, Christina Miclau, Selina Anke, Sabrina Herrmann, Pia Katz, Christina Leuchtweis, Sandra Wörner
Publisher:Springer
Place of publication:Cham
Year of Publication:2018
ISBN:978-3-319-91715-3
Language:English
Tag:Banking; Trust; UX; User Experience; User Studies
Parent Title (English):HCI in Business, Government, and Organizations. HCIBGO 2018. Lecture Notes in Computer Science
Volume:10923
First Page:382
Last Page:395
Document Type:Part of a Book
Institutes:Bibliografie
Acces Right:Frei zugänglich
Release Date:2018/12/18
Licence (German):License LogoEs gilt das UrhG
URL:https://www.researchgate.net/profile/Oliver_Korn/publication/325560475_Measuring_the_Influence_of_User_Experience_on_Banking_Customers%27_Trust/links/5b23d52c458515270fd0da07/Measuring-the-Influence-of-User-Experience-on-Banking-Customers-Trust.pdf
DOI:https://doi.org/10.1007/978-3-319-91716-0_30