標題: Customer Loyalty in Virtual Environments: An Empirical Study in e-Bank
作者: Chao, Yu
Lee, Gin-Yuan
Ho, Yung-Ching
管理科學系
Department of Management Science
關鍵字: e-Service Quality;Customer Satisfaction;Customer Trust;e-Loyalty;e-Bank
公開日期: 2009
摘要: The advent of e-commerce has increased the importance of consumer financing operations. Internet banking helps banks to develop relationship marketing, thus improve customer loyalty. This study proposes a research framework to examine the relationships among e-service quality, customer satisfaction, customer trust and e-loyalty in e-bank in Taiwan. Data are collected through a survey using a structured questionnaire. The 442 valid respondents who have experience with e-bank are analyzed by partial least squares structural equation modeling (PLS-SEM) method. The managerial implication is e-bank must focus on e-service quality to increase customer satisfaction and trust for obtaining the e-loyalty.
URI: http://hdl.handle.net/11536/13534
ISBN: 978-0-7354-0685-8
ISSN: 0094-243X
期刊: COMPUTATIONAL METHODS IN SCIENCE AND ENGINEERING, VOL 2: ADVANCES IN COMPUTATIONAL SCIENCE
Volume: 1148
起始頁: 497
結束頁: 500
Appears in Collections:Conferences Paper