Abstract:Purpose
The purpose of this paper is to investigate the effect of service quality and relationship quality on customer loyalty in different stages of the relationship life cycle in online banking services.
Design/methodology/approach
A total of 651 Iranian online banking customers participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique.
Findings
The results showed that the relationship quality on customer loyalty in online banking s… Show more
“…Moreover, studies conducted by Yi and La (2004) and Sreeram et al, (2017) also found out that customer satisfaction had a positive impact on loyalty. Further research by Lam and Barton (2006), Ball et al, (2006), Yap et al, (2012) and Garepasha et al, (2021) also found out that in the mobile banking industry, satisfaction positively impacted customer loyalty. The basic concept regarding the relationships between customer satisfaction and loyalty has been one of the most studied and discussed concepts within the modern marketing context in the 21st century.…”
Section: Impact Of Customer Satisfaction On Customer Loyaltymentioning
This study was commenced in order to examine the impact that both perceived usefulness and perceived ease-of-use had toward consumers’ loyalty within the computer industry in China, either directly or indirectly through satisfaction and trust. This current study utilized the survey method; questionnaires were selected as the instrument which would be used to collect all of the data from the respondents. All of the questionnaires were electronically distributed through an online survey site to a total of 400 respondents, who originated from, or were living in, five cities in China. After gathering and assessing all of the collected data, a total of 346 items of data were deemed usable, thus enabling these sets of data to be further analyzed by this study. All of these data were further analyzed using the partial least squares-structural equation modeling (PLS-SEM) method using SmartPLS 3.3.2 software. Based on the results obtained through the data’s analyses, the authors would like to conclude that both perceived usefulness and perceived ease-of-use had a positive and significant impact on customer satisfaction, trust and customer loyalty within China’s computer industry. Furthermore, in this study, both customer satisfaction and trust have been found to positively mediate the impact of perceived usefulness and perceived ease-of-use toward customer loyalty; trust serves as a better mediator compared to satisfaction. Meanwhile, this study contributed to the expansion and the enrichment of the literature in the field of marketing by thoroughly examining the implementation of the technology acceptance model (TAM) in predicting customer loyalty within China’s computer industry.
“…Moreover, studies conducted by Yi and La (2004) and Sreeram et al, (2017) also found out that customer satisfaction had a positive impact on loyalty. Further research by Lam and Barton (2006), Ball et al, (2006), Yap et al, (2012) and Garepasha et al, (2021) also found out that in the mobile banking industry, satisfaction positively impacted customer loyalty. The basic concept regarding the relationships between customer satisfaction and loyalty has been one of the most studied and discussed concepts within the modern marketing context in the 21st century.…”
Section: Impact Of Customer Satisfaction On Customer Loyaltymentioning
This study was commenced in order to examine the impact that both perceived usefulness and perceived ease-of-use had toward consumers’ loyalty within the computer industry in China, either directly or indirectly through satisfaction and trust. This current study utilized the survey method; questionnaires were selected as the instrument which would be used to collect all of the data from the respondents. All of the questionnaires were electronically distributed through an online survey site to a total of 400 respondents, who originated from, or were living in, five cities in China. After gathering and assessing all of the collected data, a total of 346 items of data were deemed usable, thus enabling these sets of data to be further analyzed by this study. All of these data were further analyzed using the partial least squares-structural equation modeling (PLS-SEM) method using SmartPLS 3.3.2 software. Based on the results obtained through the data’s analyses, the authors would like to conclude that both perceived usefulness and perceived ease-of-use had a positive and significant impact on customer satisfaction, trust and customer loyalty within China’s computer industry. Furthermore, in this study, both customer satisfaction and trust have been found to positively mediate the impact of perceived usefulness and perceived ease-of-use toward customer loyalty; trust serves as a better mediator compared to satisfaction. Meanwhile, this study contributed to the expansion and the enrichment of the literature in the field of marketing by thoroughly examining the implementation of the technology acceptance model (TAM) in predicting customer loyalty within China’s computer industry.
“…Thus, better service quality is likely to keep customers loyal. Haron et al (2020) and Garepasha et al (2020) use Malaysian and Iranian Islamic banking data to ascertain that service quality positively affects customer loyalty. They recommend that Islamic banking staff should be polite, professional, and pay more attention to delivering appropriate financial advice for easy access to account information.…”
“…They noted that these constructs are related to the users' psychological cognition that can further enhance consumer usage of internet banking. Furthermore, according to Akram Garepasha et al (2020), management in the banking industry needs to consider these factors to ensure that customers remain loyal towards internet banking. In their research among internet banking users, they further concluded that trust and commiAtment have shown a positive impact on customer loyalty.…”
The purpose of this paper is to determine the influence of online commitment and trust on online loyalty among internet banking users in Malaysia. An intercept survey was conducted among the major banks in the Northern region in Malaysia. A total number of 100 questionnaires were completed and further analyzed. A Partial Least Square (PLS) analysis was performed on the data using the SmartPLS software version 3. SmartPLS is commonly used in marketing and social science studies; thus, the software was employed in this study to predict the relationship among all tested variables as well as analyze their reliability and validity. The results of all the relationships were predicted through hypotheses testing. The result revealed that both commitment and trust have a positive and significant influence on online loyalty. This study provides some practical implications that may be relevant, not only to the banking industry, but also to the financial industry.
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