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

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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

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