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Bank employees’ internal and external perspectives on e-service quality, satisfaction and loyalty

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  • Gjoko Stamenkov

    (South East European University)

  • Zamir Dika

    (South East European University)

Abstract

The goal of this study is to explain how and why people alter their cognition and attitude toward e-service quality, satisfaction and loyalty, depending on their perspective. We surveyed bank employees from two perspectives: first as employees and internal users for an internal perspective and then as external customers for an external perspective. The results of the empirical analysis indicated a change in e-service quality factor significance and impact and relationships among e-service quality, satisfaction and loyalty. Context- and service-type dependency is empirically confirmed. The moderator variable is type of service. The findings are explained. Theoretical and practical implications are discussed through the lens of theory of reasoned action, the technology acceptance model and expectancy-disconfirmation theory.

Suggested Citation

  • Gjoko Stamenkov & Zamir Dika, 2016. "Bank employees’ internal and external perspectives on e-service quality, satisfaction and loyalty," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 291-309, August.
    • Handle: RePEc:spr:elmark:v:26:y:2016:i:3:d:10.1007_s12525-016-0221-6
    DOI: 10.1007/s12525-016-0221-6
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    References listed on IDEAS

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    Cited by:

    1. Key Pousttchi & Maik Dehnert, 2018. "Exploring the digitalization impact on consumer decision-making in retail banking," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(3), pages 265-286, August.
    2. Hamed Taherdoost & Mitra Madanchian, 2021. "Empirical Modeling of Customer Satisfaction for E-Services in Cross-Border E-Commerce," Post-Print hal-03741849, HAL.
    3. Ding Hooi Ting, 2018. "Modeling the customer satisfaction function: a two-country comparison," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(2), pages 163-175, May.
    4. Rainer Alt, 2016. "Electronic Markets on customer-orientation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 195-198, August.
    5. Alice Audrezet & Béatrice Parguel, 2017. "Designing measurement tools to improve fluency and certainty: The case of online customer satisfaction evaluation," Post-Print hal-01821838, HAL.
    6. Nora Nahr & Marikka Heikkilä, 2022. "Uncovering the identity of Electronic Markets research through text mining techniques," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1257-1277, September.

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