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
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