Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context

Po-Young Chu, Gin Yuan Lee, Yu Chao*

*Corresponding author for this work

Research output: Contribution to journalArticle

35 Scopus citations

Abstract

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.

Original languageEnglish
Pages (from-to)1271-1284
Number of pages14
JournalSocial Behavior and Personality
Volume40
Issue number8
DOIs
StatePublished - 1 Jan 2012

Keywords

  • Banking industry
  • Customer loyalty
  • Customer satisfaction
  • E-banking
  • Service quality

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