Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty

مقال فى مجلة

2016

تم النشر فى: http://www.emeraldinsight.com/doi/full/10.1108/IJBM-10-2014-0139

Abstract
Purpose – The purpose of this paper is to examine the internet banking service quality and its
implication on e-customer satisfaction and e-customer loyalty.
Design/methodology/approach – A total of 1,000 questionnaires were distributed for internet
banking customers and 520 were returned (resulting 52 percentage of response rate).
Findings – The results confirmed that the all four dimensions (personal need, site organization, user
friendliness, and efficiency of website) are distinct constructs. The results also indicated that internet
banking service quality consisting of four dimensions has appropriate reliability and each dimensions
has a positive significant relationship with internet banking service quality. The efficiency of banking
website is the important aspect of internet banking service quality. The finding found that the
relationship between internet banking service quality, e-customer satisfaction and e-customer loyalty
are significant.
Practical implications – The results show that the higher level of internet banking service quality
significantly impacts to e-customer satisfaction and consequently leads to e-customer loyalty and a
lower intention to leave the relationship with bank.
Originality/value – This study proposes a model to understand the effect of internet banking service
quality on e-customer satisfaction and e-customer loyalty in developing country. The constructs truly
reflect the dynamism of customers’ banking relationship and a better understanding the attitude on
internet banking will help the bankers in implementing more effective marketing strategies.
Keywords Malaysia, Internet banking, e-Customer loyalty, e-Customer satisfaction,
e-Service quality
Paper type Research paper

• نوع عمل المنشور: Research Paper
• رقم المجلد: 34
• رقم الانشاء: 3
• الصفحات: 280-306