 Customer e-loyalty to internet banking: an empirical analysisKonstantinos Terzidis, Eva Papadopoulou and Kosmas Kosmidis Global Business and Economics Review, 2013, vol. 15, issue 2/3, 148-162 Abstract: The purpose of the present study is to examine the efficiency of alternative electronic communication channels employed by bank management to attract new customers and to satisfy the existing ones. Cornerstone of this paper is also the investigation of the impact of quality of online banking services on customer's trust, overall satisfaction and finally e-loyalty. The research sample is consisted of 153 customers of various banks in the region of Central and Eastern Macedonia in Greece. Logit analysis is incorporated for the construction of a model for the prognosis of customer e-loyalty to internet banking. The results of the logistic regression indicate that the independent variables of trust, quality of alternative e-banking channels and gender are statistically significant for the prediction of customer e-loyalty. On the other hand, the research provides insufficient evidence about the relationship among the quality of service, the overall satisfaction and the adoption of internet banking. Keywords: customer loyalty; e-loyalty; internet banking; e-banking; electronic banking; online banking; trust; customer satisfaction; service quality; banking services; Greece. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:gbusec:v:15:y:2013:i:2/3:p:148-162 Access Statistics for this article More articles in Global Business and Economics Review from Inderscience Enterprises Ltd |
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