 Developing the innovative research model of internet banking customers' loyaltySzu-Yuan Sun, Chang-Yao Wu, Teresa L. Ju, Hao-Fan Chumg and Wei-Tang Kuo International Journal of Innovation and Learning, 2012, vol. 11, issue 3, 308-324 Abstract: This study intends to develop an innovative research model based on the commitment-trust theory to explore factors influencing the customers' loyalty of internet banking. The results of study indicate that shared values, communication and system security have a positive impact on trust; relationship benefit, customers' authorisation, trust have a positive impact on relationship commitment. Trust and relationship commitment from customers have a positive impact on retention of the customer in using of internet banking; customer retention and customer satisfaction have a positive impact on customer loyalty. The future work will conduct a survey research to validate the research model and hypotheses. Keywords: internet banking; relationship commitment; customer loyalty; electronic commerce; e-commerce; online banking; electronic banking; e-banking; world wide web; banks; customers; innovative research; commitment-trust theory; shared values; communication; system security; positive impacts; relationship benefits; customer authorisation; customer retention; customer satisfaction; Taiwan; innovation; learning. (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:ijilea:v:11:y:2012:i:3:p:308-324 Access Statistics for this article More articles in International Journal of Innovation and Learning from Inderscience Enterprises Ltd |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.