The Impacts of e-Service Quality and e-Customer Satisfaction on e-Customer Loyalty in Internet Banking

Ariff, Mohd Shoki Md; Yun, Leong Ooi; Zakuan, Norhayati; Ismail, and Khalid

doi:10.1166/asl.2014.5260

Cited by 8 publications

(8 citation statements)

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“…Another related study is Ariff et al (2014) which found that assurance-fulfillment, efficiency-system availability; privacy, contact-responsiveness and website aesthetics and guide constitute e-SQ for the internet banking service, indicating some modification to the E-SERVQUAL is required when it is used to measure e-SQ for the service. Website aesthetics and Guide, Efficiency-System availability and Contact-Responsiveness of the Internet banking e-SQ were positively affected e-Satisfaction.…”

Section: Experimental Backgroundmentioning

confidence: 99%

Studying the Impact of E-Service Quality on E-Loyalty of Customers in the Area of E-Banking Services

Asgari¹,

Ahmadi²,

Shamlou³

et al. 2014

JMS

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Customer loyalty is one of the ways to build a competitive advantage and important issue in e-banking debate to achieve higher profits. While customers are less loyal to their banks and they use e-services of various banks. Despite the importance of e-loyalty, fewer banks appear to be successful in creating e-loyalty of customer. Also, there is a little knowledge about mechanisms to create customer loyalty on the Internet. The purpose of this study is better understanding the impact of e-service quality on e-loyalty of bank customers. In this regard, Hekmat Iranian Bank has been studied. In this study we made use of simple random sampling (SRS). In this method each of elements in the population has an equal chance of being selected. In this research, 384 people were considered among all customers of Hekmat Iranian bank. We also concluded that variables of completing the banking services, security, privacy and accountability and designing website will have a significant positive impact on e-loyalty and finally recommendations are presented according to the research findings.

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Section: Experimental Backgroundmentioning

confidence: 99%

Studying the Impact of E-Service Quality on E-Loyalty of Customers in the Area of E-Banking Services

Asgari¹,

Ahmadi²,

Shamlou³

et al. 2014

JMS

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“…This is defined as "feelings or attitudes that prompt a positive memory and thus make a customer to re-visit a website for information, communication or entertainment purposes, or to repurchase a particular product or services from an online business" [6]. As in the offline world, eloyalty plays an important role in almost every online business [2,7]. While it is under a general assumption that e-loyalty will be similar to loyalty in the offline paradigm, researchers have found that online customers tend to be more loyal than the brick-and-mortar ones.…”

Section: Introductionmentioning

confidence: 99%

“…The e-service quality perspective emerged as a new paradigm in explaining the e-loyalty development process [7,9,10]. To date, several other perspectives have been investigated to explain factors influencing e-loyalty including brand image and brand awareness [11], store image attributes [12], gender [13], design and cultural perspective [14,15], and the social influence perspective .…”

Section: Introductionmentioning

confidence: 99%

The interplay between value and service quality experience: e-loyalty development process through the eTailQ scale and value perception

Aham-Anyanwu

Tevrizci³

et al. 2015

Electron Commer Res

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This research aims to investigate the process and factors relevant for developing customer e-loyalty from an e-service quality experience perspective. Based on previously published loyalty studies and ecommerce literature, an integrated model of e-loyalty development process is proposed by including and validating value perception and the e-service quality scale eTailQ scale. The eTailQ scale consists of website design, security/privacy, value perception, reliability and customer support and is mediated by the trust and satisfaction. Data was collected from 140 e-commerce users and analyzed with LISREL 8.8. The empirical results demonstrate that value perception and eTailQ scale are effective in developing customer loyalty and both e-satisfaction and e-trust have played important roles in shaping the e-loyalty development process. Contradictory to the traditional loyalty literature, this study unveils that customer support does not play a significant role in the e-loyalty development process. Theoretical and pragmatic implications are provided to help guide future research in the ecommerce domain.

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“…The researcher (Ariff et al, 2014) highlighted that the variables 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.…”

Section: The Literature Review Of E-banking Service Quality Measuremementioning

confidence: 99%

A study on customer's perception of online banking and e-service quality among Chennai customers

Kumar

Shenbagaraman

2017

IJBEX

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Abstract:The information technology advancements in India have more impact on Indian banking industry. Now, the internet is the most preferred medium which is used between customer and the bank. Due to technological advancements in India, the internet availability and the internet usage is increased largely. The internet medium is rapidly changing the traditional face to face banking to online banking. To study the quality of the bank, it is necessary to study the e-service quality of banks. This paper deals with customer's perception of online banking and e-service quality and its influence on customer satisfaction. The quantitative research design is used for this study. The study was conducted using self administered questionnaire. The sampling method used for the study is random sample method .The sample size of 98 is taken for the study. The study was conducted in Chennai City of India. The factor analysis and multiple regressions were used to analyse the data. The findings from this study reveal that the variables compensation and recovery, access, personalisation and assurance play a major role in online banking service quality. Also, the study reveals that the customer satisfaction leads to customer loyalty.Keywords: online banking; e-service quality; customer satisfaction; loyalty; e-service quality dimensions; e-banking; digital banking; internet banking; India.Reference to this paper should be made as follows: Kumar, G. and Shenbagaraman, V.M. (2017) 'A study on customer's perception of online banking and e-service quality among Chennai customers', Int. J. Business Excellence, Vol. 11, No. 1, Biographical notes: G. Kumar holds a Bachelor's in Electronics and Communication Engineering from Madras University, Tamil Nadu, India. He holds a Master's in Business Administration from Bharathiyar University, Trichy. Tamil Nadu, India. He is a PhD scholar doing his research in the area of e-service quality management in the Faculty of Management, SRM University, Chennai, India. His main research interest areas are e-service quality, online banking, and information technology for business.

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The Impacts of e-Service Quality and e-Customer Satisfaction on e-Customer Loyalty in Internet Banking

Cited by 8 publications

References 0 publications

Studying the Impact of E-Service Quality on E-Loyalty of Customers in the Area of E-Banking Services

Studying the Impact of E-Service Quality on E-Loyalty of Customers in the Area of E-Banking Services

The interplay between value and service quality experience: e-loyalty development process through the eTailQ scale and value perception

A study on customer's perception of online banking and e-service quality among Chennai customers

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