Service quality, relationship quality, and customer loyalty in Taiwanese internet banks

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

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

9 Scopus citations

Abstract

While deregulation of financial institutions has increased competition in the Taiwanese banking industry, the advent of e-commerce has provided business opportunities for consumer financing operations. Network banking helps banks to develop relationship marketing by delegating tasks to customers, thus improving customer loyalty. The relationships between service quality, relationship quality, and customer loyalty were investigated in this study. It was found that crisis handling and relationships are negatively, and relationship quality and customer loyalty, and service quality and customer loyalty positively, correlated. Customer loyalty in Taiwanese Internet banks can be increased by improving service quality and relationship quality.

Original languageEnglish
Pages (from-to)1127-1140
Number of pages14
JournalSocial Behavior and Personality
Volume39
Issue number8
DOIs
StatePublished - 19 Sep 2011

Keywords

  • Customer loyalty
  • Internet banking
  • Relationship quality
  • Service quality
  • Taiwan

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