An investigation on loyalty formation model in e-banking customers: A case study of banking industry

Abstract: E-banking plays an important role on increasing customer satisfaction and helps industry grow faster. Most banks try to retain their customers by introducing more electronic services to facilitate banking transactions. Creating loyalty through providing better banking services is a new area of research. In fact, e-loyalty can be directly impacted by e-satisfaction, e-trust, and indirectly influenced by e-services, perceived value, reputation, and habit. Therefore, the present paper deals with designing and explanation of loyalty formation model in e-banking. The preliminary results indicate that “satisfaction” is the most influential component affecting customer loyalty formation with an 87% diagnose coefficient. In addition, trust formation in customers may impact loyalty in an electronic environment with a 70% diagnose coefficient. Moreover, the most important factors impacting customer satisfaction include “reputation” “perceived value,” “service quality,” and “habit” with relative effects coefficients of 44%, 32%, 29%, and 26%, respectively. Finally, “reputation,” “service quality,” “habit” and “perceived value” have been the most important factors influencing customer trust with influence coefficients of 37%, 32%, 31%, and 24%, respectively.

How to cite this paper

 Esmaeili, M., Nazarpoori, A & Najafi, M. (2013). An investigation on loyalty formation model in e-banking customers: A case study of banking industry.Management Science Letters , 3(3), 903-912.

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