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Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use

Joaquín Aldás, Carla Ruiz-Mafe, Silvia Sanz-Blas and Carlos Lassala-Navarré

The Service Industries Journal, 2009, vol. 31, issue 7, 1165-1190

Abstract: This paper analyses the role of satisfaction, trust, frequency of use and perceived risk as antecedents of consumer loyalty to banking websites. While the literature usually focuses on the direct effects of these variables, special attention is paid here to evaluate their moderating effects on the relationship between satisfaction and loyalty. The results from a sample of 254 Spanish users of Internet banking services show that while satisfaction correlates positively with loyalty, the effect is significantly less intense with high levels of perceived risk. The results are similar for trust, which correlates more positively with high levels of perceived risk, but also when Internet banking is used less frequently. Managerial implications from these results are provided.

Date: 2009
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DOI: 10.1080/02642060903433997

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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