Thanks to visit codestin.com
Credit goes to www.scribd.com

Scribd
Upload
33 views3 pages

Revised Theoretical Framework - 1

The theoretical framework underpinning this study is Yoon's (2010) model of the antecedents of customer satisfaction with online banking. Yoon's study found that design, speed, security, information content, and customer support influence customer satisfaction. Experience level moderates these relationships, with more experienced customers more satisfied by design, security, speed, and information, and less experienced customers more satisfied by support. The study will apply this model to assess customer acceptance of online payment methods in fast food chains, examining the factors of ease of use, design, speed, security, information, and support. The paper also draws from the Technological Acceptance Model, which posits that perceived ease of use and perceived usefulness

Uploaded by

mrlsacro
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
33 views3 pages

Revised Theoretical Framework - 1

The theoretical framework underpinning this study is Yoon's (2010) model of the antecedents of customer satisfaction with online banking. Yoon's study found that design, speed, security, information content, and customer support influence customer satisfaction. Experience level moderates these relationships, with more experienced customers more satisfied by design, security, speed, and information, and less experienced customers more satisfied by support. The study will apply this model to assess customer acceptance of online payment methods in fast food chains, examining the factors of ease of use, design, speed, security, information, and support. The paper also draws from the Technological Acceptance Model, which posits that perceived ease of use and perceived usefulness

Uploaded by

mrlsacro
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 3

Theoretical Framework

The theoretical model underpinning of this study is the Antecedents of customer


satisfaction with online banking based on Yoon (2010). In this study, the focus was on
understanding the factors that contribute to customer satisfaction with online banking in
China. Additionally, the research explored how prior experience influences the
relationships between these factors and overall customer satisfaction.
According to Yoon's study in 2010, design, speed, security, information content, and
customer support service all play a significant role in influencing customer satisfaction
within both high-experience and low-experience groups. However, ease of use was not
found to significantly impact customer satisfaction in either group. Moreover, the study
revealed that in the high-experience group, the influence of design, security, speed, and
information content on customer satisfaction was significantly higher, while customer
support service had a more pronounced effect on satisfaction in the low-experience
group.

Figure 1: Antecedents of customer satisfaction with online banking


The paper is supported by the said theory as the study involves assessing the
acceptance of customers on online payment methods for transactions purposes as
transaction through online utilizes the use of digital payment technologies such as
mobile wallets (e-wallets) or mobile applications. The researchers utilize the factors
presented in the theory model including ease of use(usefulness and conveniency),
Design(accessibility), Transaction speed(network connection), Security(data security),
Information content(digital literacy), Customer support service(data leakages) to
determine the acceptance of customers in using online payment systems on selected
fast-food chains in Paranaque City.

TECHNOLOGICAL ACCEPTANCE MODEL


The TAM model was created by Davis (1986) to explain why users embrace new
computing technology in an organizational setting. Theory of Reasoned Action (Ajzen
and Fishbein, 1980) served as the inspiration for this approach. According to the
paradigm, users' attitudes toward utilizing the system have an impact on their
behavioural intentions, and users' behavioural intentions are used to determine actual
system use. Furthermore, consumers' perceptions regarding use have been influenced
by perceived simplicity of use and utility. TAM is an effective theory for predicting how
users will accept new technologies. Empirical tests have shown that TAM is a reliable
information technology model. Since then, TAM has been extensively employed to study
how people embrace various facets of information technology. A method to analyze
customer intentions regarding acceptance of mobile payments may be TAM. In addition,
a great deal of research on e-commerce has used TAM to study how to get customers
to accept e-commerce.
Two key components of the TAM model are perceived usefulness and perceived ease of
use. Perceived ease of use is defined as "the degree to which the prospective user
expects the target system to be free of effort," while perceived usefulness is defined as
"the prospective user's subjective probability that using a specific application system will
increase his or her job performance within an organization context." In addition to being
widely used and validated, the TAM model has been modified by numerous researchers
to make it suitable for a variety of situations.
Perceived Ease of Use
An effective user interface design may have an impact on how easy consumers believe
it to be to use. Are users able to pay fast and easily? To guarantee that users can
operate the systems with ease, system suppliers must take this matter into account.
Information systems are frequently evaluated using usability. Usability, for instance,
assesses how easy it would be for users to operate and customize software by looking
at its operations, design, and layout.
Perceived Usefulness
According to Davis et al. (1989), a system's perceived utility can be characterized by
how it could improve users' job performance. When it comes to mobile payments, users
typically want ease of use, quickness, and additional benefits. A system with a high
perceived utility rating would have a favorable user acceptance rate.

You might also like