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