E-Banking Loyalty and Its Background: A Bibliometric Analysis

Natacha López-Hernando, Cristina Loranca-Valle and Pedro Cuesta-Valiño
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Natacha López-Hernando: University of Camilo José Cela
Cristina Loranca-Valle: Universidad de Alcalá
Pedro Cuesta-Valiño: Universidad de Alcalá

Chapter Chapter 14 in Advances in Empirical Economic Research, 2023, pp 215-234 from Springer

Abstract: Abstract Digital banking has become essential from the point of view of both the client and financial institutions. The restructuring of the banking sector is causing the closure of bank branches and the reduction of employees in search of greater profitability for the entities, which has caused an acceleration in client-entity relations through e-banking, being this type of non-face-to-face service vital for banking entities. This document analyzes a detailed review of the scientific literature on one of the most significant variables in the current field of banking marketing, digital loyalty, due to its contribution to obtaining competitive advantages and financial results. A bibliometric analysis and mapping of 209 publications on customer loyalty and e-banking from 1999 to 2022 have been executed. The Web of Science database was the one used for the conducted search. The results obtained group the most outstanding data of the systematic review of the loyalty variable within the field of digital banking: the antecedents of loyalty, the concepts with the greatest presence in the literature, and the most relevant sources and authors in this environment. This chapter presents the most important factors related to digital loyalty: satisfaction, quality of service, and trust. The work shows that these variables, which have been widely studied in a general way in the marketing field, also appear in the e-banking loyalty literature. However, there are few articles that relate all the variables in the same study, which indicates that it would be recommendable to continue investigating this topic in future research.

Keywords: Loyalty; E-banking; Satisfaction; Trust; Service quality; Bibliometric analysis (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-22749-3_14

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DOI: 10.1007/978-3-031-22749-3_14

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