Customer Loyalty in Virtual Environments: An Empirical Study in e-Bank
Published: 1 January 2009
COMPUTATIONAL METHODS IN SCIENCE AND ENGINEERING: Advances in Computational Science: Lectures presented at the International Conference on Computational Methods in Sciences and Engineering 2008 (ICCMSE 2008) , Volume 1148, pp 497-500; doi:10.1063/1.3225357
Abstract: The advent of e‐commerce has increased the importance of consumer financing operations. Internet banking helps banks to develop relationship marketing, thus improve customer loyalty. This study proposes a research framework to examine the relationships among e‐service quality, customer satisfaction, customer trust and e‐loyalty in e‐bank in Taiwan. Data are collected through a survey using a structured questionnaire. The 442 valid respondents who have experience with e‐bank are analyzed by partial least squares structural equation modeling (PLS‐SEM) method. The managerial implication is e‐bank must focus on e‐service quality to increase customer satisfaction and trust for obtaining the e‐loyalty.
Keywords: world wide web / empirical study / e commerce / service quality / relationship marketing / customer loyalty / structural equation model / social organization / customer satisfaction / curve fitting / virtual environment / financial market / research framework
Scifeed alert for new publicationsNever miss any articles matching your research from any publisher
- Get alerts for new papers matching your research
- Find out the new papers from selected authors
- Updated daily for 49'000+ journals and 6000+ publishers
- Define your Scifeed now
Click here to see the statistics on "COMPUTATIONAL METHODS IN SCIENCE AND ENGINEERING: Advances in Computational Science: Lectures presented at the International Conference on Computational Methods in Sciences and Engineering 2008 (ICCMSE 2008)" .