Motives of customers' e-loyalty towards e-banking services: a study in Saudi Arabia

被引:19
|
作者
Ghali, Zohra [1 ,2 ]
机构
[1] Saudi Elect Univ SEU, Coll Adm & Financial Sci, Riyadh, Saudi Arabia
[2] Univ Tunis, Higher Inst Management, Tunis, Tunisia
关键词
e-loyalty; e-trust; e-satisfaction; e-banking services; Saudi Arabia; ONLINE;
D O I
10.1080/12460125.2020.1870063
中图分类号
C93 [管理学]; O22 [运筹学];
学科分类号
070105 ; 12 ; 1201 ; 1202 ; 120202 ;
摘要
Customers' e- loyalty becomes critical to a company's survival and profitability with the recent growth in e-commerce. Developed in this context, this paper aims to test the motives of e-satisfaction and e-trust, which predict customers' e-loyalty towards e-banking services. The study focused mainly on motives such as security/privacy, responsiveness, website design, and convenience. An empirical study was conducted with 237 customers of 30 retail banks in Saudi Arabia. The structural equation modelling method was used to test the research hypotheses. The findings show that both e-satisfaction and e-trust stimulate e-loyalty. These two variables are predicted by security/privacy and convenience. However, responsiveness and website design are found to have a significant influence on only e-satisfaction. This study contributes to the knowledge on determinants of e-loyalty in e-banking. The findings provide clear directions for practitioners to build durable relationships with their e-customers by improving their trust and satisfaction towards their e-services.
引用
收藏
页码:172 / 193
页数:22
相关论文
共 50 条
  • [41] Empirical Study of Influential Elements of E-loyalty
    Cao Hongxing
    Li Pujun
    [J]. PROCEEDINGS OF 2017 CHINA MARKETING INTERNATIONAL CONFERENCE: MARKETING STRATEGY IN THE SHARING ECONOMY: LOCALIZATION AND GLOBALIZATION, 2017, : 1094 - 1106
  • [42] A STUDY OF CUSTOMER E-LOYALTY: THE ROLE OF MEDIATORS
    Chen, Shu-Ching
    [J]. PROCEEDINGS OF THE 2010 ACADEMY OF MARKETING SCIENCE (AMS) ANNUAL CONFERENCE, 2015, : 195 - 195
  • [43] An Exploratory Study of E-banking in Malaysia
    Tan, Khong Sin
    Thambiah, Seethaletchumy
    Nathan, Robert Jeyakumar
    Lai, Kim Piew
    Loh, Pik Lian
    [J]. CREATING GLOBAL ECONOMIES THROUGH INNOVATION AND KNOWLEDGE MANAGEMENT: THEORY & PRACTICE, VOLS 1-3, 2009, : 184 - +
  • [44] Empirical study of E-loyalty influencing factors
    Zhang, Yueli
    Wu, Jinjing
    Guo, Jing
    [J]. PROCEEDINGS OF 2009 INTERNATIONAL CONFERENCE OF MANAGEMENT SCIENCE AND INFORMATION SYSTEM, VOLS 1-4, 2009, : 1793 - 1796
  • [45] E-loyalty: An exploratory study on customer loyalty to website portal
    Yang, XM
    Tian, P
    Jin, ZH
    [J]. PROCEEDINGS OF THE 2004 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE & ENGINEERING, VOLS 1 AND 2, 2004, : 138 - 142
  • [46] Comparative Analysis of e-Banking Services in Poland in 2016
    Chmielarz, Witold
    Zborowski, Marek
    [J]. INFORMATION SYSTEMS: RESEARCH, DEVELOPMENT, APPLICATIONS, EDUCATION, 2017, 300 : 43 - 55
  • [47] Empirical Study of Influential Factors of E-loyalty
    Cao Hongxing
    Li Pujun
    [J]. PROCEEDINGS OF 2016 CHINA MARKETING INTERNATIONAL CONFERENCE: MARKETING THEORY AND PRACTICE IN MOBILE INTERNET, 2016, : 976 - 988
  • [48] E-banking quality and customer loyalty: The mediating role of customer satisfaction
    Redda, Ephrem Habtemichael
    [J]. BANKS AND BANK SYSTEMS, 2023, 18 (02)
  • [49] Securing agent-based e-Banking services
    Tan, JJ
    Titkov, L
    Poslad, S
    [J]. TRUST, REPUTATION, AND SECURITY: THEORIES AND PRACTICE, 2003, 2631 : 148 - 162
  • [50] Users' adoption of e-banking services: the Malaysian perspective
    Poon, Wai-Ching
    [J]. JOURNAL OF BUSINESS & INDUSTRIAL MARKETING, 2008, 23 (01) : 59 - 69