Bauer, H.H., Hammerschmidt, M. and Falk, T. (2005). Measuring the quality of e-banking portals. International Journal of Bank Marketing, 23, pp. 153–175.

Mots clefs : Banking, Electronic commerce, Service delivery, Service quality assurance.

Depuis ces dernières années, les établissements bancaires se munissent de nouveaux outils pour gagner des parts de marché. De nouvelles innovations voient le jour, tel que les sites internet pour les services bancaires en ligne. Cet étude reprendre la définition d’un site internet de qualité pour comparer ceux des banque pour en tirer les déterminants qui crée la différence chez l’utilisateur.

 Développement :

Dans le secteur bancaire pour qu’un acteur soit rentable, il nécessite qu’il soit fidèle. Ceci est le premiers coût des banques qui investissent via des outils tel que les sites internet pour fidéliser leur client. Cela a mené au développement de ces site sont de réel interface pour les utilisateurs qui en jugerait la vitrine d’une agence tel qu’il jugerait le site en ligne.

De plus, l’ensemble des spectateurs de site web bancaire sont devenu des acteurs de ces sites en pouvant demander, réclamer des services. Il se crée de nouveau « espace client » en ligne pour un suivi plus personnalisé. Cela permet de proposer de nouveau service, en proposant l’ensemble de la gamme. Chaque acteur bancaire doit se crée un identité et apporte sa conception du service bancaire en ligne pour obtenir un environnement qui répond à ses critères et ceux des utilisateurs.

La définition d’un site internet de service bancaire, se détermine par sa fonctionnalité afin que tous les information circule correctement et que son utilisateur soit guidé de manière fluide. Il doit être accessible, à tout heure et de quel n’importe endroit avec une connexion internet. Enfin, il doit être ludique, et personnalisable. Ces critères sont tout aussi important que pour le client soit en confiance et que la relation devienne pérenne.

Conclusion :

Suite au résultats obtenu de sa recherche empirique, il y a deux éléments qui apportent une réelle valeur ajouté aux service bancaire en ligne ce sont le plaisir lors de son utilisation, qui va créer du divertissement en faisant devenir le client acteur de sa recherche et de sa futur demande. Lui-même va construire et personnalisé son espace, et prendra du plaisir a consulter sa banque en ligne, puis sera en demande de nouveau service pour améliorer son confort.

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