Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use

Manzano, Joaquín Aldás; Mafé, Carla Ruíz; Blas, Silvia Sanz; Navarré, Carlos Lassala

doi:10.1080/02642060903433997

Cited by 109 publications

(96 citation statements)

References 89 publications

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“…Customer's satisfaction has massive influence on the loyalty behavior of customers, retention, and repurchase and it was considered as the main target of firms in order to improve their sale, profit and market share (Aldas-Manzano et al, 2011;Tuu et al, 2011).…”

Section: Customer Satisfactionmentioning

confidence: 99%

The Relationship of Customer Perceived Risk and Customer Satisfaction

Ghotbabadi¹,

Feiz²,

Baharun³

2016

MJSS

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Section: Customer Satisfactionmentioning

confidence: 99%

The Relationship of Customer Perceived Risk and Customer Satisfaction

Ghotbabadi¹,

Feiz²,

Baharun³

2016

MJSS

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“…The positive link between RQ's satisfaction and trust with WOM are also in line with previous studies like Henning-Thurau et al (2002), Chen et al (2008), Satta et al (2015), and Su et al (2014) for satisfaction; while Guenzi and Georges (2010), Chen et al (2008), Baloglu et al (2014), and Su et al (2014) for trust. In addition, the positive link between RQ's satisfaction and trust with SOP are also similar to Lin and Ding (2005), Caceres and Paparoidamis (2007), Shamdasani and Balakrishnan (2000), Rauyruen and Miller (2007), Chen et al (2008), Lonial and Raju (2015), and Kim, Lee, and Suh (2015) for satisfaction; while Guenzi and Georges (2010), Chen et al (2008), Lin and Ding (2005), Shamdasani and Balakrishnan (2000), Azam (2015), Bowden-Everson et al (2013), Butt and Aftab (2013) and Aldas-Manzano et al (2011) for trust.…”

Section: Discussionmentioning

confidence: 63%

“…Recent studies also confirm that satisfaction has a significant effect on positive WOM (Satta, Parola, Penco, & Persico, 2015;Su, Hsu, & Swanson, 2014). Customer's satisfaction significant effect on SOP (repurchase intention) are frequently reported too (Bowden-Everson, Dagger, & Elliott, 2013;Jang, Kim, & Lee, 2013;Aldas-Manzano, Ruiz-Mafe, Sanz-Blas, & Lassala-Navarré, 2011;Liu, Guo, & Lee, 2011;Lin & Ding, 2005;Caceres & Paparoidamis, 2007;Shamdasani & Balakrishnan, 2000;Rauyruen & Miller, 2007).…”

Section: Literature Reviewmentioning

confidence: 99%

Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia

Wahid¹,

Ismail²

2017

AAMJ

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“…This line of research focuses on service activities that are intended to emulate, replace or complement the existing offline offerings of financial service firms. Moreover, current research emphasizes financial service brands' participation in online activities that focus on building the brand-customer relationship by reducing customer perceptions of risk and increasing trust in the firm (Aldas-Manzano, Ruiz-Mafe, Sanz-Blas, & Lassala-Navarré, 2011;Ciciretti, Hasan, & Zazzara, 2008;Yousafzai, Pallister, & Foxall, 2009). This focus on trust and risk is key to the in-person to online service transition for financial services as it is equally to many other types of services, given the content of highly confidential customer data disclosed and uncertain security of web channels.…”

Section: Online Media and Service Brandsmentioning

confidence: 99%

Social media strategy for online service brands

Mills

Plangger

2015

The Service Industries Journal

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Research on service brands' participation in online activities has focused largely on Internet-enabled transactions and functional interactions between the firm and the customer. Most research discussing social media for online services position it as an extension of offline customer service activities and secondary in marketing importance to branded websites. This research explores the role of social media for online service brands rather as a set of online communication channels that enable the development and nurturing of brand-consumer relationships and trust, particularly relevant for high-involvement services dealing with private consumer information. Social media are further treated as a strategic means of mitigating consumer perceptions of risk of high-involvement online services, particularly those transitioning from offline to online environments. To conclude, a prescriptive managerial process for the development, management and measurement of online service brand and customer relationship management strategies on social media is proposed. Online media and service brandsService brands have evolved and adapted to the challenge of the Internet, after operating in a relatively stable marketing environment for decades (Farshid, Plangger, & Nel, 2011). Transitioning traditional services to online services on the Internet, however, poses unique challenges and opportunities for marketers. Often, a key element of the challenge is the tendency to treat all online, Internet-based channels, on all desktop and mobile platforms, similarly. Although traditional websites and social media are both Internet-based and -enabled communications platforms, we argue that, from a marketing perspective, branded websites/applications and branded social media channels should be treated as distinct, albeit complementary. A number of traditionally offline services have transitioned, or are in the process of transitioning, to online services. Some services, like banking and accounting, have generally seen efficient industry-wide movement to the online environment via branded websites. Other services, like healthcare and law, are in a slower process of industry transition. Current service research making this distinction between branded websites/ applications and social media positions social media as secondary online communication media to branded websites/applications, generally to support offline marketing activities,

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Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use

Cited by 109 publications

References 89 publications

The Relationship of Customer Perceived Risk and Customer Satisfaction

The Relationship of Customer Perceived Risk and Customer Satisfaction

Identifying the Antecedents for Relationship Quality Model and Its Outcomes for Priority Banking Customers in Indonesia

Social media strategy for online service brands

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