The Effect of e-Finance Service Quality on Bank Customers' Fintech e-Loyalty: Evidence from Ethiopia

Wondwossen Jerene and Dhiraj Sharma
Additional contact information
Wondwossen Jerene: Arba Minch University, Arba Minch, Ethiopia
Dhiraj Sharma: Punjabi University, Patiala, India

International Journal of E-Business Research (IJEBR), 2020, vol. 16, issue 2, 69-83

Abstract: The expansion of information communication technology (ICT) significantly influences organizations service delivering culture. The financial institutions, particularly the banking industry are one of the major sectors that invests large amount of capital for introducing new technologies. E-finance is one of the technology channels that bankers introduced to their customers to access financial services. Therefore, this study was aimed to study the effect of e-finance service quality on bank customers' fintech loyalty of using the e-finance services in future. Primary data was collected from 412 bank customers and it was analyzed using the structural equation model (SEM) through AMOS. The result revealed that both in normal operations of e-finance service and recovery services, the quality of service positively influences bank customers' satisfaction and their e-loyalty.

Date: 2020
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 018/IJEBR.2020040105 (application/pdf)

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:igg:jebr00:v:16:y:2020:i:2:p:69-83

Access Statistics for this article

International Journal of E-Business Research (IJEBR) is currently edited by Mohammad Nabil Almunawar

More articles in International Journal of E-Business Research (IJEBR) from IGI Global
Bibliographic data for series maintained by Journal Editor ().