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An Empirical study on the Effect of E-Service Quality to Satisfaction

Gong Jing, In Seon Yoo
2013 Zenodo  
With the development of e-commerce, e-banking becomes one of the most booming service industries since the reform and opening up in china.  ...  Many studies have been conducted to assess users' satisfaction with e-banking, none has focused on the ways in which the three quality factors (system quality, information quality and service quality)  ...  The purpose of this survey study is to research the relationship between e-service quality with satisfaction and loyalty of e-retail banking in china.  ... 
doi:10.5281/zenodo.3441682 fatcat:evlefnwqebb7thuyidata3sr5y

INTERNET BANKING SERVICE QUALITY IN INDONESIA AND ITS IMPACT ON E-CUSTOMER SATISFACTION AND E-CUSTOMER LOYALTY

Yohanes Ferry Cahaya, Indra Siswanti
2020 Management Research Studies Journal  
This study proposes a model of the effect of internet banking service quality on e customer satisfaction and e customer satisfaction on e customer loyalty in the banking industry in Indonesia.  ...  The researcher proposes a framework that integrates the factors that affect service quality, customer satisfaction, and customer loyalty.  ...  The content in this study refers to the variables of service quality (e service quality), customer satisfaction (e satisfaction), and customer loyalty (e loyalty) in the use of internet banking.  ... 
doi:10.56174/mrsj.v1i1.350 fatcat:z44rl74yfnas5psg4kaxgcrqgq

DRIVING FORCE OF E-LOYALTY IN ONLINE BANKING SECTOR IN THE CONTEXT OF MALAYSIA

Iftekhar Amin Chowdhury, Abdullah Sanusi Othman, Yang Bo, Lim Yi Huey
2017 PEOPLE International Journal of Social Sciences  
Previous studies found that e-service quality, e-satisfaction, and e-trust have direct or indirect effects on the creation of e-loyalty.  ...  A hole can be discovered that there is not a comprehensive view on all of the effects that service quality, customer satisfaction, and customer trust have on customer loyalty in the context of online banking  ...  The model focused on the interrelationships of e-service quality, e-satisfaction, and etrust with the effects of those variables on e-loyalty in the direction of Internet banking.The theoretical framework  ... 
doi:10.20319/pijss.2017.32.4365 fatcat:ehaf6hdgundwxbv6mak7dwmoym

DRIVING FORCE OF E-LOYALTY IN ONLINE BANKING SECTOR IN THE CONTEXT OF MALAYSIA

Iftekhar Amin Chowdhury, Abdullah Sanusi Othman, Yang Bo, Lim Yi Huey
2017 PEOPLE International Journal of Social Sciences  
Previous studies found that e-service quality, e-satisfaction, and e-trust have direct or indirect effects on the creation of e-loyalty.  ...  A hole can be discovered that there is not a comprehensive view on all of the effects that service quality, customer satisfaction, and customer trust have on customer loyalty in the context of online banking  ...  The model focused on the interrelationships of e-service quality, e-satisfaction, and etrust with the effects of those variables on e-loyalty in the direction of Internet banking.The theoretical framework  ... 
doi:10.20319/pijss.2017.33.4365 fatcat:wceh47rjhjacdiklmabwoxoo6i

Analysing relationship among service quality, satisfaction and loyalty in internet banking: a study from India

Sita Mishra
2014 International Journal of Electronic Finance  
Furthermore, study analyses the impact of service quality on customer satisfaction and additionally customer satisfaction on consumer loyalty towards the bank.  ...  Internet banking is one of the most upcoming phenomena which is helping banking sector's growth in India.  ...  satisfaction and loyalty in context of internet banking.  ... 
doi:10.1504/ijef.2014.063999 fatcat:q5oy3wugcrgg3cjomlsbzke3lq

Development of conceptual framework for internet banking customer satisfaction index

Mugdha Y. Keskar, Neeraj Pandey, Avadhut Arun Patwardhan
2020 International Journal of Electronic Banking  
The American customer satisfaction index (ACSI) was one of early customer satisfaction scale launched in the early 1990s.  ...  The study also highlights the emerging areas of research in internet banking domain.  ...  Casaló et al. (2008a) discussed the effect of satisfaction and usability of the website on the loyalty of customers and the positive effect of word-of-mouth in the e-banking-based services.  ... 
doi:10.1504/ijebank.2020.105417 fatcat:3wwidmxs35hhnpswwevubfrutq

The Effect of the Implementation of E-CRM Electronic Satisfaction and Loyalty, Electronic Consumers of Mellat Bank's Website

Mehdi Jamali, Mohammad Azimi Mehrabadi, Mohammad Pouri
2017 Revista Administração em Diálogo  
Considering the above study to evaluate the effect of the implementation of E-CRM on e-satisfaction and customer loyalty has paid electronically, users of the Mellat Bank's website.  ...  The results show that the implementation of E-CRM is a positive and significant impact on customer satisfaction and loyalty-mail.Electronic Consent; Loyalty-Mail; E-CRM.  ...  The results show that the quality of service, reliability, speed of service delivery, vision, innovation and flexibility the two banks had the highest impact on customer loyalty.  ... 
doi:10.20946/rad.v19i0.32044 fatcat:kppbbutsgvcixjqug7hpk7vyna

The Effect of the Implementation of E-Crm Electronic Satisfaction and Loyalty, Electronic Consumers of Mellat Bank's Website

Mehdi Jamali, Mohammad Azimi Mehrabadi, Mohammad Pouri
2017 Tarih Kültür ve Sanat Araştırmaları Dergisi  
The results show that the implementation of E-CRM is a positive and significant impact on customer satisfaction and loyalty-mail.  ...  Considering the above study to evaluate the effect of the implementation of E-CRM on esatisfaction and customer loyalty has paid electronically, users of the Mellat Bank's website.  ...  The results show that the quality of service, reliability, speed of service delivery, vision, innovation and flexibility the two banks had the highest impact on customer loyalty.  ... 
doi:10.7596/taksad.v6i1.709 fatcat:n7ieisyyt5ftbnujat2tvpwsqi

Critical review of the e-loyalty literature: a purchase-centred framework

Aikaterini C. Valvi, Konstantinos C. Fragkos
2012 Electronic Commerce Research  
of industry-related factors, and to improve their service quality.  ...  However, many online companies fail to cultivate e-loyalty because they are not aware of the mechanisms involved in generating customer loyalty on the Internet [169] .  ...  on-line seller  Familiarity with an on-line sellerconsumer trustloyalty intentions 0 0 192 Quan [205] E-commerce To assess the effects of e- service quality and e-satisfaction on internet  ... 
doi:10.1007/s10660-012-9097-5 fatcat:h7dvaevd45gpnbzusruj5opacy

Assessing Serviceability and Reliability to Affect Customer Satisfaction of Internet Banking

Zhengwei Ma
2012 Journal of Software  
The purpose of the research is to analyze factors of serviceability and reliability that could influence internet banking customer satisfaction in China.  ...  The data demonstrated that serviceability and reliability have direct and significant effect to online banking customer satisfaction in the Chinese banking sector.  ...  Most commercial banks now provide internet banking service in China [2] . In 2008, the number of internet banking customers in China was 58 million, and annual growth rate is 76%.  ... 
doi:10.4304/jsw.7.7.1601-1608 fatcat:ow3a2jlhfzfxvnq5554xpk5h2y

INVESTIGATING DISCREPANCIES BETWEEN E-SERVICES IMPLEMENTING OR NOT ISO 9001: CUSTOMERS' OUTLOOK IN THE BACKDROP OF E-SERVICES IN CATALONIA (SPAIN)

Petnji Yaya Luc Honore, Marimon Frederic, Casadesus Marti
2011 International Journal for Quality Research  
, customer loyalty and customer service recovery; in the backdrop of e-services in Catalonia (Spain).  ...  The main research target consists of e-banks operating in the region of Catalonia (Spain), besides customers who regularly use internet to do their banking.  ...  [3] established that customer satisfaction contributed towards improved financial performance of banks as well as the positive effects of e-service quality on customer satisfaction.  ... 
doaj:f626639ea88e405e962f0fdf46c0ec0f fatcat:adoj57l4wrdo5aldaxotb35rkq

Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction

Inzamam Ul Haq, Tahir Mumtaz Awan
2020 Vilakshan – XIMB Journal of Management  
Purpose This study aims to empirically explore e-banking service quality and its impact on the e-banking loyalty through a mediating impact of e-banking satisfaction.  ...  The application of cognitive–motivational–relational (CMR) theory in a relationship between e-banking service quality and e-banking loyalty with a mediating role of satisfaction is an emotional response  ...  The rejected indirect effect of customer service and support on e-banking loyalty via e-banking satisfaction might be the reason people did not find their problems are fully resolved by the customer service  ... 
doi:10.1108/xjm-07-2020-0039 fatcat:vb6yd5swkzgjll7u3a2octflai

Impact of E-Commerce Service Quality on Customer Loyalty: A Case of Vietnam

Thi Tuan Anh Tran, Ta Thi Yen, THI THUY TRANG NGUYEN
2022 figshare.com  
The results show that customer satisfaction has a direct relationship with customer loyalty. The study recommends that service providers need to upgrade and improve the quality of their services.  ...  Abstract: The study measures service quality and customer loyalty among logistics service providers, with customer satisfaction mediating these variables.  ...  Literature review E-commerce and satisfaction Service quality is assessed based on the actual performance of the service through the unique attributes of the service in specific contexts.  ... 
doi:10.6084/m9.figshare.19688601.v2 fatcat:qj75vv3ytbcdbdpcxd4l37gewq

Cognitive and Affective Antecedents of Consumers' Satisfaction: A Systematic Review of two Research Approaches

Francisco Palací, Alejandro Salcedo, Gabriela Topa
2019 Sustainability  
The study of consumers' satisfaction has generated empirical research in the last few decades, with new challenges, such as a specific lens on online consumers' satisfaction.  ...  We conducted a systematic review of 104 empirical studies on consumers' satisfaction published between 1975 and 2017.  ...  The impacts of service quality and customer satisfaction on customer loyalty in internet banking. Procedia-Social and Behavioral Sciences, 81, 469-473.  ... 
doi:10.3390/su11020431 fatcat:3surriltyzhzzdikehjujclxea

The Importance of Information, System and Service Quality of E-commerce Website on Customer Satisfaction and Loyalty in Bangladesh

2020 European Journal of Business and Management  
Guided by the purpose of this study "Examining the importance of information quality, system quality and service quality of electronic commerce websites to the customer satisfaction and loyalty in Bangladesh  ...  ", research has conducted based on knowing the relationship between website quality and customer satisfaction and loyalty.  ...  H4: Information Quality has a positive effect on the Loyalty of customer H5: System Quality has a positive effect on the Loyalty of customer H6: Service Quality has a positive effect on the Loyalty of  ... 
doi:10.7176/ejbm/12-14-11 fatcat:rbo726qiirhd3eo7pkfwckqmky
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