Annals of Management Science


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.