NDLI: The impacts of service quality and customer satisfaction on customer loyalty in internet banking

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The impacts of service quality and customer satisfaction on customer loyalty in internet banking

Content Provider	Semantic Scholar
Author	Ariff, Mohd Shoki Md Yun, Leong Ooi Zakuan, Norhayati Ismail, Khalid
Copyright Year	2013
Abstract	This study examined the relationship and the impacts of e-SQ and e-Satisfaction on e-Loyalty in internet banking. The modified version of E-SERVQUAL instrument was used to determine e-SQ for internet banking service of a commercial bank in Malaysia. Questionnaires were collected randomly from 265 internet banking users. The findings indicated that assurance-fulfillment, efficiency-system availability; privacy, contact-responsiveness and website aesthetics and guide constitute e-SQ for the internet banking service. Website aesthetics and Guide, Efficiency-System availability and Contact-Responsiveness of the internet banking e-SQ were positively affected e-Satisfaction. E-Satisfaction was positively significant to e-Loyalty. E-Satisfaction was found to partially mediate the relationship of Website aesthetics and Guide of e-SQ and customer e-Loyalty. The result highlighted that attractiveness and appearance of banks’ websites, and the information and guidance provide by the websites are important features to internet banking users. This finding reflected that in internet banking, beside the technical and functionality aspects of banks’ websites e-SQ, such as efficiency, fulfilment and system availability, the aesthetic value and proper guidance of the websites are also crucial to ensure quality of e-SQ that will lead to e-Satisfaction and e-Loyalty.
Starting Page	469
Ending Page	473
Page Count	5
File Format	PDF HTM / HTML
DOI	10.1016/j.sbspro.2013.06.462
Volume Number	81
Alternate Webpage(s)	https://tarjomefa.com/wp-content/uploads/2018/03/8842-English-TarjomeFa.pdf
Alternate Webpage(s)	https://doi.org/10.1016/j.sbspro.2013.06.462
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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