Antecedents and effects of customer satisfaction of using Internet banking: Evidence of Kyrgyzstan

Abstract

The fast spread of the Internet has entirely changed the delivery routes used by the financial services commerce. Results from previous research revealed that the progress of internet banking is constant not only by banks or government support but also by the acceptance of clients. The main problem of Internet banking faced by provides is that many the banks’ clients are not willing to accept the Internet banking services offered. Consumers are increasingly sophisticated in their technological interactions. They may avoid certain self-service technology’s (SST) if uncomfortable even when benefits are obvious. The objective of the paper is to identify the factors that encourage consumers to adopt Internet banking services in Kyrgyzstan and use the study’s findings to develop strategies for banks on how to maximize the rate of adoption. Keywords: Internet banking, self-service technology, Kyrgyzstan, adoption