The Moderating Effects of Involvement on the Relationships Between Satisfaction, Trust and Commitment in e-Banking

Manuel J. Sanchez-Franco

Journal of Interactive Marketing, 2009, vol. 23, issue 3, 247-258

Abstract: Most prior research into customer loyalty emphasizes the effects of the dimensions of online satisfaction and trust. However, research into how customer involvement moderates this relationship model – in the online environment – has been less than conclusive. On the basis of a satisfaction–trust–commitment model, and given that involvement is a significant precondition to customer loyalty, this paper explores the interaction effects of customer involvement on the evaluation of e-banking services.

Keywords: Satisfaction–trust–commitment model; Ego/purchase involvement; Interaction effect; Partial Least Squares (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (16)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joinma:v:23:y:2009:i:3:p:247-258

DOI: 10.1016/j.intmar.2009.04.007

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