标题: | SERVICE QUALITY, CUSTOMER SATISFACTION, CUSTOMER TRUST, AND LOYALTY IN AN E-BANKING CONTEXT |
作者: | Chu, Po-Young Lee, Gin-Yuan Chao, Yu 管理科学系 Department of Management Science |
关键字: | service quality;customer satisfaction;customer loyalty;banking industry;e-banking |
公开日期: | 2012 |
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. |
URI: | http://hdl.handle.net/11536/20542 http://dx.doi.org/org/10.2224/sbp.2012.40.8.1271 |
ISSN: | 0301-2212 |
DOI: | org/10.2224/sbp.2012.40.8.1271 |
期刊: | SOCIAL BEHAVIOR AND PERSONALITY |
Volume: | 40 |
Issue: | 8 |
起始页: | 1271 |
结束页: | 1283 |
显示于类别: | Articles |