SERVICE QUALITY, CUSTOMER SATISFACTION, CUSTOMER TRUST, AND LOYALTY IN AN E-BANKING CONTEXT

被引：75

作者：

Chu, Po-Young ^{[2
]}

Lee, Gin-Yuan

Chao, Yu ^{[1
]}

机构：

[1] Chung Hua Univ, Dept Business Adm, Hsinchu 300, Taiwan

[2] Natl Chiao Tung Univ, Dept Management Sci, Hsinchu, Taiwan

来源：

SOCIAL BEHAVIOR AND PERSONALITY | 2012年 / 40卷 / 08期

关键词：

service quality; customer satisfaction; customer loyalty; banking industry; e-banking; STRUCTURAL EQUATION MODELS; MARKET-RESEARCH; CONSUMER-TRUST; PROFITABILITY; PLS;

D O I：

10.2224/sbp.2012.40.8.1271

中图分类号：

B84 [心理学];

学科分类号：

04 ; 0402 ;

摘要：

In this study a research model was proposed to examine the relationships between service quality, customer satisfaction in, customer trust of, and loyalty to Taiwanese e-banks. Questionnaires were completed by 442 respondents who had experience with e-banking and data were analyzed using partial least squares structural equation modeling. It was found that e-banks must focus on service quality to increase customer satisfaction and trust and to obtain customer loyalty. Implications are discussed in relation to e-bank management.

引用

页码：1271 / 1283

页数：13

共 60 条

[51]

Urban GL, 2000, SLOAN MANAGE REV, V42, P39

[52] Exploring consumer evaluations of e-services:: a portal site [J].

van Riel, ACR ;

Liljander, V ;

Jurriëns, P .

INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2001, 12 (3-4) :359-377

[53]

Waite Kathryn., 2002, Journal of Financial Services Marketing, V6, P309, DOI [10.1057/palgrave.fsm.4770061, DOI 10.1057/PALGRAVE.FSM.4770061]

[54]

Yang X, 2003, J CONSUM MARK, V20, P10, DOI 10.1108/07363760310456928

[55] An examination of selected marketing mix elements and brand equity [J].

Yoo, B ;

Donthu, N ;

Lee, S .

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 2000, 28 (02) :195-211

[56] Assessing and differentiating the quality of Internet-based services: a case of online banking in Taiwan [J].

Yu, Chian-Son .

SERVICE INDUSTRIES JOURNAL, 2008, 28 (05) :581-602

[57]

Zeithaml V.A., 2000, E-Service Quality: Definition, Dimensions and Conceptual Model

[58] Service quality delivery through Web sites: A critical review of extant knowledge [J].

Zeithaml, VA ;

Parasuraman, A ;

Malhotra, A .

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 2002, 30 (04) :362-375

[59] Service quality, profitability, and the economic worth of customers: What we know and what we need to learn [J].

Zeithaml, VA .

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 2000, 28 (01) :67-85

[60]

Zuckweiler K. M., 2005, THESIS U NEBRASKA

← 1 2 3 4 5 6 →