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

被引：70

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

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