scholarly journals Application of Cognitive Motivational Relational Theory to Examine the Influence of E-Banking Quality Factors on Customer Loyalty

2021 ◽  
Vol 7 (1) ◽  
pp. 241-249
Author(s):  
Atif Ali Gill ◽  
Riaz Hussain Ansari ◽  
Kashif Akram ◽  
Muhammad Waseem Tufail
Keyword(s):  
Structural Equation ◽  
Internet Banking ◽  
Relational Theory ◽  
Online Banking ◽  
Equation Modeling ◽  
Website Design ◽  
Quality Factors ◽  
Banking Services ◽  
Research Findings ◽  
Customer Trust

Banks equipped themselves with modern tools to provide innovative and dynamic services to clients. Traditional banking transformed into digital online banking to facilitate customers all over the world through the internet. High-quality online banking services are necessary to retain clients. Customers using online banking services of the top five commercial Pakistani private banks were the study population. A structural equation modeling technique was employed to analyze the hypothesis. The results found the significant impact of reliability, website design, and security on customer trust leading to higher loyalty based on cognitive, motivational relational theory. The research findings provide numerous theoretical and practical implications for banks' administration to make internet banking website design more user-friendly and reliable with enhanced security features that win the customers' trust and strengthen loyalty.

scholarly journals Customers’ Intentions to Switch to Internet-Only Banks: Perspective of the Push-Pull-Mooring Model

2021 ◽  
Vol 13 (14) ◽  
pp. 8062
Author(s):  
Cheolho Yoon ◽  
Dongsup Lim
Keyword(s):  
Financial Services ◽  
Structural Equation ◽  
Information Technologies ◽  
Business Models ◽  
Internet Banking ◽  
Equation Modeling ◽  
Research Model ◽  
Financial Industry ◽  
Banking Services ◽  
New Business

The advent of fintech is blowing a new wind into the financial industry. New business models have been created and consumers’ access to financial services is higher than ever. Internet-only banks based on advanced information technologies have emerged as a leader in the fintech industry, and these banks are fiercely competing with large banks using internet banking as a weapon to attract new customers. The purpose of this study is to explore the factors that influence customers’ intention to switch to internet-only banking services from traditional internet banking services in Korea. To this end, a research model was developed based on the push-pull-mooring model (PPM), which is a migration theory. The research model was analyzed using partial least squares structural equation modeling (PLS-SEM). The findings will provide the practitioners of the new internet-only bank with strategic guidance for attracting new customers and help practitioners of traditional banks to retain current customers.

scholarly journals Quality factors in technology system capability decision interest in transactions using mobile banking

2022 ◽  
Vol 6 (1) ◽  
pp. 1-8 ◽  
Author(s):  
Ida Bagus Raka Suardana ◽  
Luh Kadek Budi Martini ◽  
Nyoman Sri Subawa ◽  
Made Setini
Keyword(s):  
Success Rate ◽  
Structural Equation ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Quality Factors ◽  
Technology System ◽  
Data Collection Technique ◽  
Customer Trust ◽  
System Capability

The purpose of this study was to determine the effect of ease of use, transaction success rate, and technological system capability on trust and to determine the effect of ease of use, transaction success rate, technology system capability and interest in transaction using mobile banking. This research was conducted at PT Bank NIAGA which is located in Denpasar. The data collection technique used a questionnaire to 160 PT Bank NIAGA customers who were selected as samples. Data were analyzed by Structural Equation Modeling (SEM) with AMOS program. Ease of use, transaction success rate, and technology system capability have a positive and significant influence on trust and interest in transacting using mobile banking. This means that the better the ease of use, the success rate of transactions, and the capability of the technology system, the higher the customer trust and interest in transactions using mobile banking.

scholarly journals Analysis of Mediating Effect of Customer Perception in Relation to Service Quality and Customer’s Satisfaction in Online Banking Services

2021 ◽  
Vol 12 (2) ◽  
pp. 2421-2427
Author(s):  
Rohit Mahajan , Et. al.
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Online Banking ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Banking Services ◽  
Customer Perception ◽  
Cronbach's Alpha ◽  
Banking Service

Qualities of service act as significant in the competition, putting effect upon customer’s satisfaction. This research aims for assessing how service quality puts impact customers’ satisfaction in the online banking service.  E-SERVQUAL with dimensions: efficiency, fulfillment, security, quick responses and easiness to use has been utilized to assess services’ qualities of service rendered by bank over internet. The pilot’s study was done with 33 responses and cronbach’s alpha was 0.882, which shows that  the collected data is valid. A questionnaire comprising of 23 statements was made and 262 responses were analyzed by doing EFA through SPSSv21 and CFA & Structural Equation Modeling using SPPS AMOS 21.  

scholarly journals E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model

2018 ◽  
Vol 5 (6) ◽  
pp. 4808-4819 ◽  
Author(s):  
Sathiyavany, N ◽  
Shivany, S
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Model ◽  
Empirical Test ◽  
Research Work ◽  
Internet Banking ◽  
Online Banking ◽  
Quality Factors ◽  
Banking Services ◽  
Banking Service

Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures covers the trends in internet banking , E-service quality dimensions relating to  e-banking services, e-Service Quality Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty, Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, e-satisfaction, and e-loyalty among the internet banking customers. Another part of this research will empirically test the formulated hypotheses in the present research work.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP KEPERCAYAAN NASABAH DAN LOYALITAS NASABAH PENABUNG AKTIF PT BANK BUKOPIN CABANG BANJARMASIN

2021 ◽  
Vol 10 (2) ◽  
pp. 1
Author(s):  
Akhmad Darma Putera ◽  
Juhriyansyah Dalle ◽  
Muhammad Riduansyah Syafari
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Target Population ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Quality Service ◽  
Direct Effects ◽  
Research Findings ◽  
Customer Trust

The aim of this research is to analysis the effects of quality services and customer satisfaction on customer loyalty with mediating customer trust of the activesavers. This research is an explanatory-causality which tests and analysis 5 direct effects and 2 mediation effect. Target population of this research is the activesavers/customer PT Bank Bukopin Banjarmasin Branch. The quantitative data is processed using Structural Equation Modeling (SEM), aided by SmartPLS Software.The research findings demonstrate that (1) service quality have positive signifikan effect on customer trust (H1) and on customer loyalty (H2); (2) customer satisfaction positif insignificance effect on customer trust, but positive significance effect on customer loyalty; (3) customer trust have positive significance effect on customer loyalty (H5); (4) customer trust have positive significance partially-mediation the effect of quality service on customer loyalty (H6); and (5) customer trust no mediation the effect of customer satisfaction on customer loyalty. The power relevant predictive this loyalty model at minimum moderate/medium.Keywords: Quality Service, Customer Satisfaction, Customer Trust, and Customer Loyalty.

scholarly journals A discriminant analysis approach to classifying adopters and non-adopters of internet-banking services

2015 ◽  
Vol 13 (1) ◽  
pp. 164-174
Author(s):  
Nehemiah Mavetera ◽  
Ntebogang Dinah Moroke
Keyword(s):  
Technology Acceptance ◽  
Sample Size ◽  
Structural Equation ◽  
Internet Banking ◽  
Equation Modeling ◽  
Multivariate Techniques ◽  
Banking Services ◽  
Behavioral Theories ◽  
Discriminant Analyses ◽  
Internet Banking Services

Several technology acceptance theories have been proposed and used to study the adoption of IB services world over. However, TAM has gained wide popularity compared to other behavioral theories. This study uses some constructs from TAM and IDT to investigate the factors that distinguish between IBA in Gaborone. Multivariate techniques such as factor and discriminant analyses were used in this study. The results indicate that, trust, awareness and compatibility proved to have more discriminatory power in IB. The groups tend not to differ much in relation to PEOU and PU. However, IB awareness can be improved in order to increase IB usage in Botswana. The authorities are also urged to entice customers into using internet in order to help improve their PEOU and PU. Training on the use of this service can be provided to the 62.7% or more who have shown interest in using IB in the future. Authors would like to suggest an exploratory study using structural equation modeling as a technique. This can reveal more insights into the data. However, if this is to be done, the sample size needs to be increased. Sample size is one of the weaknesses of this study hence we cannot generalize the findings to the whole of Botswana.

scholarly journals Model Peningkatan Loyalitas Nasabah Internet Banking Berbasis Persepsi Resiko, Persepsi Privasi dimediasi Kepercayaan dan Kepuasan Nasabah

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Muhammad Ras Muis ◽  
Muhammad Fahmi ◽  
Muhammad Andi Prayogi ◽  
Jufrizen Jufrizen
Keyword(s):  
Risk Perception ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Risk Perceptions ◽  
Structural Equation ◽  
Total Sample ◽  
Internet Banking ◽  
Equation Modeling ◽  
Customer Trust ◽  
The City

This study aims to examine the factors that influence internet banking customer loyalty in Medan City. The location of this research was carried out at several banks in the city of Medan. The population in this study were all bank customers who use internet banking and the total sample was 175 customers. Researchers used the Structural Equation Modeling assisted by the Lisrel 8.80 program in this research. The results showed that risk perceptions have a negatif and significant effect on customer satisfaction and customer trust. Perception of Privacy has a positive and significant effect on Customer Satisfaction and Customer Trust. Satisfaction has a positive and significant impact on Customer Trust. Perception of risk has a negatif and significant effect on customer loyalty. Perception of Privacy has a positive and insignificant effect on Customer Loyalty. Satisfaction has a positive and significant effect on Customer Loyalty and Trust Has a positive and significant effect on Customer Loyalty. Satisfaction and trust can negatifly mediate the effect of Risk Perception on Customer Loyalty. Satisfaction and trust can positively mediate the effect of Perceptions of Privacy on Customer Loyalty. Trust Satisfaction can positively mediate the effect of satisfaction on Customer Loyalty 

The influence of e-banking service quality on customer loyalty

2019 ◽  
Vol 37 (5) ◽  
pp. 1119-1142 ◽  
Author(s):  
Amit Shankar ◽  
Charles Jebarajakirthy
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Relational Theory ◽  
Equation Modeling ◽  
Website Design ◽  
Initial Trust ◽  
Privacy And Security ◽  
Banking Services ◽  
Content Type ◽  
Banking Service

Purpose Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to empirically investigate a comprehensive moderated mediated mechanism for enhancing customer loyalty toward e-banking platforms via e-banking service quality (EBSQ) practices. Reliability, website design, privacy and security and customer service and support are the dimensions of EBSQ. Design/methodology/approach Data were collected through structured questionnaires from a sample of 1,028 e-banking users in India. To test the hypotheses, a structural equation modeling approach was used. Findings The findings showed that of the EBSQ dimensions, reliability along with privacy and security enhanced customer loyalty to e-banking. The initial trust in e-banking mediates the effects of EBSQ dimensions on customer loyalty except for website design. The mediation effects of initial trust varied between high and low-involved consumers. Research limitations/implications This study was conducted with e-banking users in one country using cross-sectional data. Hence, the model should be replicated among e-banking users in other countries and with the longitudinal data. Practical implications Establishing a loyal customer base is an important goal for banks. This study demonstrates which specific EBSQ dimensions banks should emphasize to enhance consumers’ initial trust and loyalty toward e-banking services. Originality/value This study suggests a moderated mediated mechanism for enhancing customer loyalty to e-banking, which incorporates initial trust as a mediator and consumer involvement as a moderator. It applies cognitive-motivation-relational theory to link EBSQ dimensions with customer loyalty. Thus, this study enables a better understanding of this theory in the e-banking context.

Customers’ Intention in Internet Banking Adoption: The Moderating Effect of Demographic Characteristics

2021 ◽  
Author(s):  
Md. Harun Ur Rashid ◽  
Md. Arafat Hossain ◽  
Afzal Ahmad ◽  
Zobayer Ahmed
Keyword(s):  
Structural Equation ◽  
Information Quality ◽  
Banking System ◽  
Internet Banking ◽  
Demographic Characteristics ◽  
Moderating Effect ◽  
Equation Modeling ◽  
Banking Services ◽  
System Service ◽  
Use Of Technology

The growing number of internet banking (i-banking) users in Bangladesh requires examining their behavioral intention (BI) to adopt i-banking services. This study aims to investigate the factors that influence the customers’ intention in i-banking adoption encompassing the moderating effect of demographic characteristics. This study uses an expansive approach of the Unified Theory of Acceptance and Use of Technology (UTAUT) model with customer satisfaction. The structural equation modeling (SEM) has been used to analyze the data collected from the internet banking users of Bangladesh. Findings of the study conclude that the higher the level of performance expectancy (PE), effort expectancy (EE) and social influence (SI), the greater the level of customers’ inclination to adopt i-banking. Whereas, facilitating condition negatively affects their BI in i-banking adoption. Moreover, this study finds a positive and significant impact of system, service and information quality and security, privacy and trust (SPT) on customers’ satisfaction, which, in turn, substantially influence their intention toward i-banking adoption. While investigating the moderating effect of demographic characteristics, this study finds that all categories of customers, regardless of their age, gender, experience and education, are influenced by the customers’ satisfaction of services qualities and trust perception in i-banking adoption. Therefore, it is suggested to the policymakers that they should take such initiatives in designing the i-banking system that satisfy the customers’ expectations.

scholarly journals ANALISIS FAKTOR PENGARUH KUALITAS PELAYANAN TERHADAP KEPERCAYAAN DIMEDIASI KEPUASAN NASABAH PADA NASABAH BRI SYARIAH

2019 ◽  
Vol 5 (1) ◽  
pp. 10
Author(s):  
Muhammad Nurhaula Huddin
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Continuous Improvement ◽  
Structural Equation ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Banking Services ◽  
Customer Trust ◽  
Positive Effect

[English] This study aims to analyze service quality, satisfaction and trust in banking services. The subjects in this study are customers of BRI Syariah products. Whereas for service quality objects (usefulness, ease of use, sustainability, security, alertness, and continuous improvement), customer satisfaction, and trust. Based on the results of research and data analysis using an analytical tool in the form of Structural Equation Modeling (SEM) with AMOS 18.0 software. The questionnaire was distributed with a sample of 135 respondents. The results showed that all the hypotheses tested had a significant positive effect in (1) usefulness has a significant positive effect on satisfaction; (2) convenience has a significant positive effect on satisfaction; (3) reliability has a significant positive effect on satisfaction; (4) security has a significant positive effect on satisfaction; (5) readiness has a significant positive effect on satisfaction; (6) continuous improvement has a significant positive effect on satisfaction; and (7) satisfaction has a significant positive effect on trust in BRI Syariah services. While the rest does not have an influence on satisfaction. The research implications of the conclusions above show that the dimensions of service quality for banking services have a large influence on BRI Syariah services and have a significant positive effect on customer trust. [Indonesia] Penelitian ini bertujuan untuk menganalisis kualitas layanan, kepuasan dan kepercayaan dalam layanan perbankan. Subjek dalam penelitian ini adalah pelanggan produk BRI Syariah. Sedangkan untuk objek kualitas layanan (kegunaan, kemudahan penggunaan, keberlanjutan, keamanan, kewaspadaan, dan peningkatan berkelanjutan), kepuasan pelanggan, dan kepercayaan. Berdasarkan hasil penelitian dan analisis data menggunakan alat analisis berupa Structural Equation Modeling (SEM) dengan perangkat lunak AMOS 18.0. Kuesioner dibagikan dengan sampel 135 responden. Hasil penelitian menunjukkan bahwa semua hipotesis yang diuji memiliki efek positif yang signifikan dalam (1) kegunaan memiliki efek positif yang signifikan terhadap kepuasan; (2) kenyamanan berpengaruh positif signifikan terhadap kepuasan; (3) reliabilitas berpengaruh positif signifikan terhadap kepuasan; (4) keamanan memiliki efek positif yang signifikan terhadap kepuasan; (5) kesiapan berpengaruh positif signifikan terhadap kepuasan; (6) peningkatan berkelanjutan memiliki pengaruh positif signifikan terhadap kepuasan; dan (7) kepuasan berpengaruh positif signifikan terhadap kepercayaan terhadap layanan BRI Syariah. Sedangkan sisanya tidak memiliki pengaruh terhadap kepuasan. Implikasi penelitian dari kesimpulan di atas menunjukkan bahwa dimensi kualitas layanan untuk layanan perbankan memiliki pengaruh besar pada layanan BRI Syariah dan memiliki efek positif yang signifikan terhadap kepercayaan pelanggan.

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