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.
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页码：1271 / 1283
页数：13
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