Universiti Teknologi Malaysia Institutional Repository

The impacts of service quality and customer satisfaction on customer loyalty in internet banking

Ariff, M. S. M. and Yun, L. O. and Zakuan, N and Ismail, K (2013) The impacts of service quality and customer satisfaction on customer loyalty in internet banking. In: World Congress On Administrative And Political Sciences.

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Official URL: https://doi.org/10.1016/j.sbspro.2013.06.462


This study examined the relationship and the impacts of e-SQ and e-Satisfaction on e-Loyalty in internet banking. The modified version of E-SERVQUAL instrument was used to determine e-SQ for internet banking service of a commercial bank in Malaysia. Questionnaires were collected randomly from 265 internet banking users. The findings indicated that assurance-fulfillment, efficiency-system availability; privacy, contact-responsiveness and website aesthetics and guide constitute e-SQ for the internet banking service. Website aesthetics and Guide, Efficiency-System availability and Contact-Responsiveness of the internet banking e-SQ were positively affected e-Satisfaction. E-Satisfaction was positively significant to e-Loyalty. E-Satisfaction was found to partially mediate the relationship of Website aesthetics and Guide of e-SQ and customer e-Loyalty. The result highlighted that attractiveness and appearance of banks’ websites, and the information and guidance provide by the websites are important features to internet banking users. This finding reflected that in internet banking, beside the technical and functionality aspects of banks’ websites e-SQ, such as efficiency, fulfilment and system availability, the aesthetic value and proper guidance of the websites are also crucial to ensure quality of e-SQ that will lead to e-Satisfaction and e-Loyalty.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:Internet Banking, customer satisfaction, loyalty
Subjects:H Social Sciences > HG Finance
ID Code:51359
Deposited By: Haliza Zainal
Deposited On:27 Jan 2016 01:53
Last Modified:15 Aug 2017 07:38

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