Skip to main content

Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking Context

Buy Article:

$39.00 plus tax (Refund Policy)

Abstract:

In this study a research model was proposed to examine the relationships between service quality, customer satisfaction in, customer trust of, and loyalty to Taiwanese e-banks. Questionnaires were completed by 442 respondents who had experience with e-banking and data were analyzed using partial least squares structural equation modeling. It was found that e-banks must focus on service quality to increase customer satisfaction and trust and to obtain customer loyalty. Implications are discussed in relation to e-bank management.

Keywords: BANKING INDUSTRY; CUSTOMER LOYALTY; CUSTOMER SATISFACTION; E-BANKING; SERVICE QUALITY

Document Type: Research Article

DOI: http://dx.doi.org/10.2224/sbp.2012.40.8.1271

Publication date: September 1, 2012

More about this publication?
sbp/sbp/2012/00000040/00000008/art00006
dcterms_title,dcterms_description,pub_keyword
6
5
20
40
5

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
X
Cookie Policy
ingentaconnect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more