Customer e-loyalty to internet banking: an empirical analysis

Autor:	Eva Papadopoulou, Kosmas Kosmidis, Konstantinos Terzidis
Rok vydání:	2013
Předmět:	Customer delight Economics and Econometrics Customer retention Customer advocacy Customer equity business.industry Retail banking Customer satisfaction Business and International Management Marketing Customer to customer business Loyalty business model
Zdroj:	Global Business and Economics Review. 15:148
ISSN:	1745-1329 1097-4954
DOI:	10.1504/gber.2013.053066
Popis:	The purpose of the present study is to examine the efficiency of alternative electronic communication channels employed by bank management to attract new customers and to satisfy the existing ones. Cornerstone of this paper is also the investigation of the impact of quality of online banking services on customer’s trust, overall satisfaction and finally e-loyalty. The research sample is consisted of 153 customers of various banks in the region of Central and Eastern Macedonia in Greece. Logit analysis is incorporated for the construction of a model for the prognosis of customer e-loyalty to internet banking. The results of the logistic regression indicate that the independent variables of trust, quality of alternative e-banking channels and gender are statistically significant for the prediction of customer e-loyalty. On the other hand, the research provides insufficient evidence about the relationship among the quality of service, the overall satisfaction and the adoption of internet banking.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::6de2ad0a83a3f8bcca0ee6dbfa384123 https://doi.org/10.1504/gber.2013.053066 Zobrazit plný text záznamu