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A model of customer e-loyalty in the online banking

Author

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  • Yuan-shuh Lii

    (College of Business, Feng Chia University, Taiwan)

Abstract

With the rapid growth of online banking, it has been reinforced that companies need to build and maintain loyal customers. This study models e-loyalty as the endogenous variable that includes three exogenous variables (website quality, corporate image and perceived social presence) and two mediating variables (satisfaction and trust). The model was empirically tested using data collected from an online survey of Internet forums based in Indonesia. Using structural equation modeling, the results of statistical analysis show that the model is an adequate fit to the data. All the causal relationships in this model were found to be significant. We discuss some interesting results and provide several implications for those banks which want to enhance loyalty of e-banking customers.

Suggested Citation

  • Yuan-shuh Lii, 2009. "A model of customer e-loyalty in the online banking," Economics Bulletin, AccessEcon, vol. 29(2), pages 891-902.
    • Handle: RePEc:ebl:ecbull:eb-08m30002
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    File URL: http://www.accessecon.com/Pubs/EB/2009/Volume29/EB-09-V29-I2-P39.pdf
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    References listed on IDEAS

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    1. Wirtz, Jochen & Bateson, John E. G., 1999. "Consumer Satisfaction with Services: Integrating the Environment Perspective in Services Marketing into the Traditional Disconfirmation Paradigm," Journal of Business Research, Elsevier, vol. 44(1), pages 55-66, January.
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    3. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    4. MacInnis, Deborah J & Price, Linda L, 1987. "The Role of Imagery in Information Processing: Review and Extensions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(4), pages 473-491, March.
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    Cited by:

    1. Algharabat, Raed & Rana, Nripendra P. & Dwivedi, Yogesh K. & Alalwan, Ali Abdallah & Qasem, Zainah, 2018. "The effect of telepresence, social presence and involvement on consumer brand engagement: An empirical study of non-profit organizations," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 139-149.
    2. Poh-Ming Wong Winnie, 2014. "The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(3), pages 19-41, March.
    3. Poh-Ming Wong Winnie, 2014. "The Impact of Trustworthiness and Customer e-Loyalty and e-Satisfaction," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(3), pages 390-408, March.

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    More about this item

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General

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