In this research, we examine the impacts of e-service quality, e-satisfaction and e-trust on e-loyalty in online banking. The target population for the research is the population of experienced online banking services users. We took a random sample from this population to collect relevant information or data. Based on the analysis of the data, we found that e-satisfaction and e-trust play major roles in building e-loyalty in the online banking. We also found that e-service quality is not a predictor of e-loyalty in online banking. What these results imply is that e-service quality cannot ensure e-loyalty in online banking. E-loyalty can only be ensured when there is e-satisfaction and e-trust. The limitations of the research were discussed. We also suggested directions for future studies.
Othman, Abdullah Sanusi; Chowdhury, Iftekhar Amin; Bo, Yang; Omar, Ahmad Raflis Che; and Osman, Lokhman Hakim
"Key Drivers of Customer Loyalty in Online Banking,"
Annals of Management Science: Vol. 4
, Article 5.
Available at: https://digitalscholarship.tnstate.edu/ams/vol4/iss1/5