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

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

doi:10.1016/j.sbspro.2013.06.462

Cited by 89 publications

(72 citation statements)

References 12 publications

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“…Based on the criteria as recommended by Nunnally and Bernstein, cronbach alpha coefficient estimations of all the variables were decided on 0.70. Cronbach alpha coefficient value for automated Service quality Scale was respectively found ATMS 0.727, IBS 0.739, TBS 0.777 with original items of Al-Hawari [49][50][51][52][53][54]. This result showed …”

Section: Methodsmentioning

confidence: 75%

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Shabbir¹,

Rehma²

2016

Int J Econ Manag Sci

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Section: Methodsmentioning

confidence: 75%

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Shabbir¹,

Rehma²

2016

Int J Econ Manag Sci

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“…Paschaloudis and Tsourela (2015) concluded that "provision of a high level of website e-service quality is a goal that every bank must try to achieve". Ariff, Yun, Zakuan, and Ismail (2013) studied the extended established relationship between bank website SQ, e-satisfaction and e-loyalty in Malaysia. Website SQ was found to have a significant impact on e-satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Customer satisfaction levels are an important indicator of how likely customers are to be loyal (Anderson & Srinivasan, 2003). Website SQ leads to e-loyalty, while e-satisfaction is a mediator of the relationship between website SQ and e-loyalty (Ariff et al, 2013).…”

Section: Aim Of the Study And Research Questionmentioning

confidence: 99%

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The Effect of Banks Website Service Quality and E-satisfaction on E-loyalty: An Empirical Study on Swedish Banks

Alkhouli¹

2017

IJBM

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The increase in internet use in Sweden provides the country's banking industry with an important commercial opportunity. High websites service quality (website SQ) and electronic satisfaction (e-satisfaction) are vital if the banks are to keep and guarantee their customers' electronic loyalty (e-loyalty). The purpose of this study is to provide empirical evidence of the association between website SQ and e-satisfaction, and the impact of both on e-loyalty in Swedish banks. The author used the E-S-QUAL model to measure the four dimensions of website SQ: fulfilment, availability, efficiency and privacy. Questionnaires were sent to 450 customers, of which 213 were returned, either in-person or online. The results showed that website SQ and e-satisfaction have a strong positive correlation with e-loyalty. The relationship between website SQ and e-satisfaction should be continuously measured, and website processes reviewed in line with advances in ICT and changes in levels of e-loyalty. This study gives feedback to these banks on their website SQ, helping them avoid shortcomings and keep their customers satisfied and loyal. Customers with high levels of e-satisfaction have significantly higher levels of e-loyalty compared to those with low levels.

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“…Previous studies have found that service quality leads to satisfaction with online banking [10], [11]. The dimensions of e-service quality which significantly influence customer satisfaction with online banking are personal need, site organization, user friendliness, efficiency of website assurance fulfillment, efficiency in system availability, privacy, contact responsiveness, and website aesthetics and guide [10], [11].…”

Section: Online Banking Satisfactionmentioning

confidence: 99%

Adoption of and Satisfaction with Islamic Online Banking: A Literature Review

Hati¹,

Dayana²

2017

Proceedings of the 2017 2nd International Conference on Financial Innovation and Economic Development (ICFIED 2017)

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Abstract.Although a large body of literature on Islamic banking exists, there is a dearth of literature on Islamic online banking, especially regarding customer adoption and satisfaction. To address this gap, this paper presents a thorough review of the Islamic banking literature that has examined customer adoption of and satisfaction with Islamic online banking. Based on the literature review, the paper evaluates the antecedents of customer adoption of and satisfaction with Islamic online banking. This study concludes by offering direction for future research.

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

Cited by 89 publications

References 12 publications

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

The Effect of Banks Website Service Quality and E-satisfaction on E-loyalty: An Empirical Study on Swedish Banks

Adoption of and Satisfaction with Islamic Online Banking: A Literature Review

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