Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context
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Cite this article:
Chu, P.-Y.,
Lee, G.-Y., &
Chao, Y.
(2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context.
Social Behavior and Personality: An international journal,
40(8),
1271-1284.
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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.
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