Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context

Po-Young Chu, Gin Yuan Lee, Yu Chao*

*此作品的通信作者

研究成果: Article同行評審

90 引文 斯高帕斯(Scopus)

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.

原文English
頁(從 - 到)1271-1284
頁數14
期刊Social Behavior and Personality
40
發行號8
DOIs
出版狀態Published - 2012

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