La influencia de la confianza y satisfacción del cliente en la intención de uso de los servicios bancarios por internet: un modelo estructural

The financial institutions increasingly offer more services to their customers through the internet, and in this context this study addresses the objective of analyzing how online trust and users’ satisfaction influence on the intention to use financial services through the internet. To address this goal, the present study proposes a conceptual model through PLS-SEM (Partial Least Squares). The obtained findings show that the user trust depends on the system security, usefulness and the competence of the financial institution; highlighting the impact of trust, ease of use and design on users’ satisfaction with online financial services.