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Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use

Author

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  • Joaquin Aldas-Manzano
  • Carla Ruiz-Mafe
  • Silvia Sanz-Blas
  • Carlos Lassala-Navarré

Abstract

This paper analyses the role of satisfaction, trust, frequency of use and perceived risk as antecedents of consumer loyalty to banking websites. While the literature usually focuses on the direct effects of these variables, special attention is paid here to evaluate their moderating effects on the relationship between satisfaction and loyalty. The results from a sample of 254 Spanish users of Internet banking services show that while satisfaction correlates positively with loyalty, the effect is significantly less intense with high levels of perceived risk. The results are similar for trust, which correlates more positively with high levels of perceived risk, but also when Internet banking is used less frequently. Managerial implications from these results are provided.

Suggested Citation

  • Joaquin Aldas-Manzano & Carla Ruiz-Mafe & Silvia Sanz-Blas & Carlos Lassala-Navarré, 2009. "Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use," The Service Industries Journal, Taylor & Francis Journals, vol. 31(7), pages 1165-1190, September.
    • Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1165-1190
    DOI: 10.1080/02642060903433997
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    Cited by:

    1. Sheng-Wuu Joe & Yuan-Hui Tsai & Chieh-Peng Lin & Hwa-Chun Ma & Chou-Kang Chiu, 2017. "Assessing perceived value: moderating effects of susceptibility to brand prestige and susceptibility to normative influence," Review of Managerial Science, Springer, vol. 11(3), pages 717-735, July.
    2. Fernando Oliveira Santini & Wagner Junior Ladeira & Claudio Hoffmann Sampaio & Marcelo Gattermann Perin, 2018. "Online banking services: a meta-analytic review and assessment of the impact of antecedents and consequents on satisfaction," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(3), pages 168-178, December.
    3. M. Disli & K. Schoors, 2013. "Bank rebranding and depositor loyalty," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 13/867, Ghent University, Faculty of Economics and Business Administration.
    4. Imtiaz Arif, Sahar Afshan, Arshian Sharif, 2016. "Resistance to Adopt Mobile Banking in a Developing Country: Evidence from Modified TAM," Journal of Finance and Economics Research, Geist Science, Iqra University, Faculty of Business Administration, vol. 1(1), pages 23-40, March.
    5. Miguens, Maria Jesús López & González-Vázquez, Encarnación & Turnes, Paloma Bernal, 2014. "Escala multinível e multidimensional para confiança on-line," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 54(2), March.
    6. Egor Krivosheya & Polina Belyakova, 2019. "Financial innovations role in consumer behavior at Russian retail payments market," Proceedings of Economics and Finance Conferences 9511955, International Institute of Social and Economic Sciences.
    7. John Hudson, 2012. "Internet Banking and the Marginal Internet User," Department of Economics Working Papers 7/12, University of Bath, Department of Economics.
    8. Boakye, Kwabena G. & McGinnis, Thomas & Prybutok, Victor R. & Paswan, Audhesh K., 2014. "Development of a service continance model with IT service antecedents," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 717-724.
    9. Xiaoyu Li & Jiahong Yuan & Yan Shi & Zilai Sun & Junhu Ruan, 2020. "Emerging Trends and Innovation Modes of Internet Finance—Results from Co-Word and Co-Citation Networks," Future Internet, MDPI, vol. 12(3), pages 1-14, March.
    10. Olya, Hossein G.T. & Al-ansi, Amr, 2018. "Risk assessment of halal products and services: Implication for tourism industry," Tourism Management, Elsevier, vol. 65(C), pages 279-291.
    11. Chung-Ho Su, 2018. "Exploring Sustainability Environment Educational Design and Learning Effect Evaluation through Migration Theory: An Example of Environment Educational Serious Games," Sustainability, MDPI, vol. 10(10), pages 1-26, September.

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