Customer Loyalty Towards Internet Banking: Some Survey Evidence for Banks in India

Sukanya Kundu and Saroj Kumar Datta

The IUP Journal of Bank Management, 2014, vol. XIII, issue 4, 37-50

Abstract: This paper examines the factors that influence customer loyalty towards Internet banking and how the measure of customer loyalty differs between public and private sector banks. A previously proposed model of customer satisfaction developed by the researchers has been used in this study as the antecedent of customer loyalty. The model of customer loyalty consists of 11 constructs and 43 parameters. Three public and three private sector banks in India were selected for the study. The primary data was collected from 450 respondents. The results of path analysis for both sets of data (public and private) revealed that customer satisfaction has a positive significant influence on customer loyalty; however, the intensity of impact varied by some point. The comparative figures indicated that customers of private sector banks are more loyal towards Internet banking than customers of public sector banks.

Date: 2014
References: Add references at CitEc
Citations: View citations in EconPapers (1)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:icf:icfjbm:v:13:y:2014:i:4:p:37-50

Access Statistics for this article

More articles in The IUP Journal of Bank Management from IUP Publications
Bibliographic data for series maintained by G R K Murty ().