Satisfaction an Antecedent of Word-of-mouth among Electronic Banking Users: A Study on Salaried Employees
Author
Abstract
Suggested Citation
DOI: 10.1177/2278682118785800
Download full text from publisher
References listed on IDEAS
- Spielman, David J. & Kelemework, Dawit, 2009.
"Measuring agricultural innovation system properties and performance: Illustrations from Ethiopia and Vietnam,"
IFPRI discussion papers
851, International Food Policy Research Institute (IFPRI).
- Spielman, David J. & Kelemework, Dawit, 2009. "Measuring Agricultural Innovation System Properties and Performance: Illustrations from Ethiopia and Vietnam," 2009 Conference, August 16-22, 2009, Beijing, China 50791, International Association of Agricultural Economists.
- Zeelenberg, M. & Pieters, R., 2004. "Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services," Other publications TiSEM 7bfb4aa9-cba7-4786-850d-1, Tilburg University, School of Economics and Management.
- Ayaz Ahmed & Henna Ahsan, 2011.
"Contribution of Services Sector in the Economy of Pakistan,"
Working Papers
id:4673, eSocialSciences.
- Ayaz Ahmed & Henna Ahsan, 2011. "Contribution of Services Sector in the Economy of Pakistan," PIDE-Working Papers 2011:79, Pakistan Institute of Development Economics.
- Zeelenberg, Marcel & Pieters, Rik, 2004. "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research, Elsevier, vol. 57(4), pages 445-455, April.
- Ali Sanayei & Afsaneh Jokar, 2013. "Determining the Effect of Electronic Services Quality on Electronic Satisfaction and Positive Word of Mouth (Case Study: Different Branches of Shiraz Mellat Bank Customers," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 3(4), pages 103-111, October.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.
- McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
- Hasan Al-Banna & Izra Berakon, 2024. "From bank to P2P lending: switching intention of SME’s: evidence from Indonesia," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 568-581, June.
- Haithem Zourrig & Jean-Charles Chebat & Roy Toffoli & Alexandra Medina-Borja, 2014. "Customers’ coping with interpersonal conflicts in intra and inter-cultural service encounters," AMS Review, Springer;Academy of Marketing Science, vol. 4(1), pages 21-31, June.
- Wang, Saerom & Kirillova, Ksenia & Lehto, Xinran, 2017. "Reconciling unsatisfying tourism experiences: Message type effectiveness and the role of counterfactual thinking," Tourism Management, Elsevier, vol. 60(C), pages 233-243.
- Wedel, Michel & Bigné, Enrique & Zhang, Jie, 2020. "Virtual and augmented reality: Advancing research in consumer marketing," International Journal of Research in Marketing, Elsevier, vol. 37(3), pages 443-465.
- White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
- Tom Joonhwan Kim & Youjae Yi & Jongan Choi, 2020. "The boomerang effect of brand personality congruency in a product-harm crisis," Australian Journal of Management, Australian School of Business, vol. 45(4), pages 645-661, November.
- Florian Teleaba & Sorin Popescu & Marieta Olaru & Diana Pitic, 2021. "Risks of Observable and Unobservable Biases in Artificial Intelligence Predicting Consumer Choice," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 102-102, February.
- Davvetas, Vasileios & Diamantopoulos, Adamantios, 2017. "“Regretting your brand-self?” The moderating role of consumer-brand identification on consumer responses to purchase regret," Journal of Business Research, Elsevier, vol. 80(C), pages 218-227.
- Wu, Ing-Long, 2013. "The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust," International Journal of Information Management, Elsevier, vol. 33(1), pages 166-176.
- Ayoung Suh & Mengjun Li, 2021. "Digital Tracing during the COVID-19 Pandemic: User Appraisal, Emotion, and Continuance Intention," Sustainability, MDPI, vol. 13(2), pages 1-17, January.
- S. Steenhaut & P. Van Kenhove, 2006. "The Emotional Experience of Guilt in Ethically Questionable Consumer Situations," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 06/381, Ghent University, Faculty of Economics and Business Administration.
- Hsieh, Jung-Kuei, 2020. "The effects of transforming mobile services into mobile promotions," Journal of Business Research, Elsevier, vol. 121(C), pages 195-208.
- Luo, Jun & Dey, Bidit L. & Yalkin, Cagri & Sivarajah, Uthayasankar & Punjaisri, Khanyapuss & Huang, Yu-an & Yen, Dorothy A., 2020. "Millennial Chinese consumers' perceived destination brand value," Journal of Business Research, Elsevier, vol. 116(C), pages 655-665.
- David Moore, 2013. "Interrupted anticipation after a service failure: The role of olfactory sensation on expected pleasure, taste enjoyment, consumption, and repatronage intentions," Marketing Letters, Springer, vol. 24(4), pages 399-408, December.
- Bougie, J.R.G., 2005. "Consumed with Anger : Negative Emotions in Service Consumption Settings," Other publications TiSEM fa1491e6-4558-4ffd-ac88-5, Tilburg University, School of Economics and Management.
- Schoefer, Klaus & Wäppling, Anders & Heirati, Nima & Blut, Markus, 2019. "The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 247-256.
- Emrah Oney & Iman Aghaei, 2024. "Consumer complaint intentions: the impact of general and specific self-confidence," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(2), pages 390-410, June.
- Sunyoung Kim & Taejung Park, 2023. "Understanding Innovation Resistance on the Use of a New Learning Management System (LMS)," Sustainability, MDPI, vol. 15(16), pages 1-18, August.
More about this item
Keywords
Electronic banking; satisfaction; word-of-mouth; salaried employees; structural equation modeling;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:jjlobr:v:7:y:2018:i:2:p:135-154. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.