This is a research in progress paper discussing Internet banking issues both from the bank’s point of view and from the customers’ points of view. Based on literature it includes several factors that impact Internet banking. It includes several hypothesis derived from literature to be tested empirically. The research will be guided by the conceptual model presented as figure 2 in this paper highlighting the relationship between Internet banking and customer satisfaction and loyalty.
Nguyen, Thanh and Singh, Mohini, "Impact of Internet Banking on Customer Satisfaction and Loyalty: A Conceptual Model" (2004). ICEB 2004 Proceedings. 37.