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Factors Affecting Customer Retention in Internet Banking among Hong Kong Professionals and Business Practitioners
YAU Suk Ching Eppie MBA
Dissertation submitted to the Faculty of Business & Law Newcastle Graduate School of Business University of Newcastle In partial fulfillment of the requirement for the degree of Doctor of Business Administration
January 2007
I hereby certify that the work embodied in this thesis is the result of original research and has not been submitted for a university degree or other similar qualification to any other University or Institution.
_________________________________________ Yau Suk Ching Eppie
ii
ACKNOWLEDGEMENTS
I would like to take this opportunity to thank Dr Siva Muthaly of Swinburne University of Technology for supervising my dissertation and making valuable comments and suggestions for me to act upon. His kind guidance and encouragement drove me to complete the project on schedule and of good quality.
I would also like to express my gratitude to Mr Lee Yu Cheung for his support with finance and facilities; to Dr Margo Poole, Dr Gian Casimir, Dr Brian Wong, Mr Bruce Andresen and Mrs Coral Cherry for their advice and encouragement during this research project; to my fellow students and my many friends for their faith in me in completing the study; to Mr James Bullen and Miss Juli Batten for their proofreading assistance. I would also like to thank the people who participated in this research.
I dedicate this DBA thesis whole-heartedly to my loving father for his silent support in whatever I choose to do in life. Last but not the least, I thank God for leading my way and to Him all the credits go.
iii
TABLE OF CONTENTS
ACKNOWLEDGEMENTS LIST OF TABLES LIST OF FIGURES ABSTRACT
iii ix x xii
CHAPTER 1
1.1 1.2
INTRODUCTION
1 1 2 3 4 4 5 5 6 6 6 7 7 8 9 9 9 10 10 10 11
Introduction The Background of Internet Banking 1.2.1 Opportunities and Threats of Internet Banking 1.2.2
YAU Suk Ching Eppie MBA
Dissertation submitted to the Faculty of Business & Law Newcastle Graduate School of Business University of Newcastle In partial fulfillment of the requirement for the degree of Doctor of Business Administration
January 2007
I hereby certify that the work embodied in this thesis is the result of original research and has not been submitted for a university degree or other similar qualification to any other University or Institution.
_________________________________________ Yau Suk Ching Eppie
ii
ACKNOWLEDGEMENTS
I would like to take this opportunity to thank Dr Siva Muthaly of Swinburne University of Technology for supervising my dissertation and making valuable comments and suggestions for me to act upon. His kind guidance and encouragement drove me to complete the project on schedule and of good quality.
I would also like to express my gratitude to Mr Lee Yu Cheung for his support with finance and facilities; to Dr Margo Poole, Dr Gian Casimir, Dr Brian Wong, Mr Bruce Andresen and Mrs Coral Cherry for their advice and encouragement during this research project; to my fellow students and my many friends for their faith in me in completing the study; to Mr James Bullen and Miss Juli Batten for their proofreading assistance. I would also like to thank the people who participated in this research.
I dedicate this DBA thesis whole-heartedly to my loving father for his silent support in whatever I choose to do in life. Last but not the least, I thank God for leading my way and to Him all the credits go.
iii
TABLE OF CONTENTS
ACKNOWLEDGEMENTS LIST OF TABLES LIST OF FIGURES ABSTRACT
iii ix x xii
CHAPTER 1
1.1 1.2
INTRODUCTION
1 1 2 3 4 4 5 5 6 6 6 7 7 8 9 9 9 10 10 10 11
Introduction The Background of Internet Banking 1.2.1 Opportunities and Threats of Internet Banking 1.2.2