The impact of technology CSFs on customer satisfaction and the role of trust: an empirical study of the banks in Malaysia

• Main Authors: Jan, Muhammad Tahir, Abdullah, Kalthom
• Format: Article
• Language: English; English
• Published: Emerald Group Publishing Limited 2014
• Subjects: HF Commerce; HF5001 Business. Business Administration; HF5410 Marketing. Distribution of products
• Online Access: http://irep.iium.edu.my/37328/1/Technology_CSFs_-_IJBM_2014.pdf; http://irep.iium.edu.my/37328/4/37328_mpact%20of%20technology%20csfs_scopus.pdf; http://irep.iium.edu.my/37328/; http://www.emeraldinsight.com/journals.htm?articleid=17113853

Purpose – The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction. Design/methodology/approach – This paper analyses the causal relationship that exists between technology CSFs and customer satisfaction....