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

By Po-Young Chu, Gin-Yuan Lee, Yu-fang Chao. 2012

195 citations recorded by the source corpus.

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.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/704900f9f37cc89f4c80a721cd9af7a8c86f5ba9

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In Organizational Behavior and Human Resource Management

1. H. Nguyen
2. Vuong Minh Ngo

Citations in the corpus

• The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector (2016, background): “In this stream of research, most of the studies confirm that there is positive relationship between service quality and customer loyalty and customer satisfaction is usually the mediator between them (Chodzaza & Gombachika, 2013; Chu et al., 2012).”