Please use this identifier to cite or link to this item:
https://www.um.edu.mt/library/oar/handle/123456789/102138
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Lotko, Aleksander | - |
dc.date.accessioned | 2022-09-30T08:12:33Z | - |
dc.date.available | 2022-09-30T08:12:33Z | - |
dc.date.issued | 2022 | - |
dc.identifier.citation | Lotko, A. (2022). The influence of the quality of internet banking services on customer loyalty. European Research Studies Journal, 25(2B), 259-276. | en_GB |
dc.identifier.uri | https://www.um.edu.mt/library/oar/handle/123456789/102138 | - |
dc.description.abstract | PURPOSE: This paper explores, how particular dimensions of the quality of e-services influence customer loyalty in the field of Internet banking. | en_GB |
dc.description.abstract | DESIGN/METHODOLOGY/APPROACH: Drawing from the theories available in the reference items and dimensions determining e-services quality and customer loyalty were identified. A proposed hypothetical framework was tested in the Internet banking sector in Poland, employing a quantitative research method. A survey method was applied in the research. The survey data was collected from 384 e-banking customers. Data was processed with the use of Structural Equations Modeling (SEM). | en_GB |
dc.description.abstract | FINDINGS: It turns out that among the dimensions of the quality of the Internet banking services, the Fulfillment has the greatest impact on the customer loyalty, Efficiency is of slightly lower importance, whereas Privacy is of the lowest importance in this case. However, surprisingly it turned out that System Availability is omitted. This fact may imply that this dimension belongs to the “must-be quality”. | en_GB |
dc.description.abstract | ORIGINALITY/VALUE: The novelty elements include the identification, estimation and evaluation of the model of direct relation between the quality and customer loyalty, identification of the quality dimensions which are the strongest predicators of customer loyalty as well as the indication of managerial implications. | en_GB |
dc.language.iso | en | en_GB |
dc.publisher | University of Piraeus. International Strategic Management Association | en_GB |
dc.rights | info:eu-repo/semantics/openAccess | en_GB |
dc.subject | Internet banking | en_GB |
dc.subject | Customer loyalty | en_GB |
dc.subject | Structural equation modeling | en_GB |
dc.subject | Quality of service (Computer networks) | en_GB |
dc.title | The influence of the quality of internet banking services on customer loyalty | en_GB |
dc.type | article | en_GB |
dc.rights.holder | The copyright of this work belongs to the author(s)/publisher. The rights of this work are as defined by the appropriate Copyright Legislation or as modified by any successive legislation. Users may access this work and can make use of the information contained in accordance with the Copyright Legislation provided that the author must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the prior permission of the copyright holder. | en_GB |
dc.description.reviewed | peer-reviewed | en_GB |
dc.identifier.doi | 10.35808/ersj/2959 | - |
dc.publication.title | European Research Studies Journal | en_GB |
Appears in Collections: | European Research Studies Journal, Volume 25, Issue 2B |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
ERSJ25(2B)A24.pdf | 330.17 kB | Adobe PDF | View/Open |
Items in OAR@UM are protected by copyright, with all rights reserved, unless otherwise indicated.