2008
DOI: 10.1108/02652320810902433
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The role of satisfaction and website usability in developing customer loyalty and positive word‐of‐mouth in the e‐banking services

Abstract: The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services Luis V. Casaló Carlos Flavián Miguel Guinalíu Article information:To cite this document: Luis V. Casaló Carlos Flavián Miguel Guinalíu, (2008),"The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services"If you would like to write for this, or any other Emerald publication, then please use our Emerald for Author… Show more

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Cited by 360 publications
(289 citation statements)
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References 77 publications
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“…In the present literature, the dominant definition of perceived value is similar to that of Zeithaml [232]. Perceived value contributes to loyalty towards an e-business by reducing an individual's need to seek alternative service providers [31]. Characteristically, when customers feel that they are not getting the best value for their money, they will begin searching for alternatives, which means that their loyalty declines dramatically.…”
Section: Perceived Valuementioning
confidence: 92%
See 1 more Smart Citation
“…In the present literature, the dominant definition of perceived value is similar to that of Zeithaml [232]. Perceived value contributes to loyalty towards an e-business by reducing an individual's need to seek alternative service providers [31]. Characteristically, when customers feel that they are not getting the best value for their money, they will begin searching for alternatives, which means that their loyalty declines dramatically.…”
Section: Perceived Valuementioning
confidence: 92%
“…According to Oh and Parks [142], there are three approaches towards loyalty: behavioural, attitudinal, and integrated. The first examines customers' tendency to repeat and continue their past purchases, while the second refers to the customers' psychological involvement, favouritism, and sense of goodwill towards a particular product or service [31]. The integrated approach is a combination of both the behavioural and attitudinal approaches, with the aim of creating a new concept of loyalty.…”
Section: Definitions Of E-loyaltymentioning
confidence: 99%
“…For example, if a close friend of Lee had a bad experience shopping online on that certain e-retailer site, HoneyQ.com, probably Lee will not visit or purchase any things from that same e-retailer site that his friend mentioned it earlier even Lee has never shop there before. It is more objective and trustworthy compared with any other resources in word of mouth (WOM) as the customers treasure the views from the fellow customers (Casalo, Flavian & Guinaliu, 2008). Thus, e-retailer should not neglect the power of word of mouth (WOM) because there is a significant effect that influences the consumer to shop online or not.…”
Section: Social Influencementioning
confidence: 99%
“…Alongside the numerous satisfaction studieson the tourism business (Yoon & Uysal, 2005;Anderson, 1998;Bigne, Sanchez & Sanchez, 2001;Casalo, Flavian & Guinaliu, 2008;Matos & Rossi, 2008), there are specific investigations researching satisfaction in festivals Ayob & Said, 2010;Baker & Crompton, 2000;Bayrak, 2011;Grappi & Montanari, 2011;Schofield & Thompson, 2007;Yoon, Lee & Lee, 2010). It can be generally said from research that satisfaction has a positive effect on festivals and visitors' post-purchase behaviors.…”
Section: Visitor Satisfactionmentioning
confidence: 99%