Application of Cognitive Motivational Relational Theory to Examine the Influence of E-Banking Quality Factors on Customer Loyalty

Atif Ali Gill, Riaz Hussain Ansari, Kashif Akram and Muhammad Waseem Tufail

Journal of Accounting and Finance in Emerging Economies, 2021, vol. 7, issue 1, 241-249

Abstract: Banks equipped themselves with modern tools to provide innovative and dynamic services to clients. Traditional banking transformed into digital online banking to facilitate customers all over the world through the internet. High-quality online banking services are necessary to retain clients. Customers using online banking services of the top five commercial Pakistani private banks were the study population. A structural equation modeling technique was employed to analyze the hypothesis. The results found the significant impact of reliability, website design, and security on customer trust leading to higher loyalty based on cognitive, motivational relational theory. The research findings provide numerous theoretical and practical implications for banks' administration to make internet banking website design more user-friendly and reliable with enhanced security features that win the customers' trust and strengthen loyalty.

Keywords: Reliability; Security; Website design; Loyalty; Banking sector; Pakistan (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://publishing.globalcsrc.org/ojs/index.php/jafee/article/view/1608/1101 (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:src:jafeec:v:7:y:2021:i:1:p:241-249

DOI: 10.26710/jafee.v7i1.1608

Access Statistics for this article

More articles in Journal of Accounting and Finance in Emerging Economies from CSRC Publishing, Center for Sustainability Research and Consultancy Pakistan Contact information at EDIRC.
Bibliographic data for series maintained by Rabia Rasheed ().