New perspectives on the role of customer satisfaction and commitment in promoting customer citizenship behaviours

Background: It is widely accepted that the relationship quality dimensions of customer satisfaction and commitment may impact on customer citizenship behaviour. The positive effect of customer satisfaction on customer commitment is also undisputed within the relationship marketing literature. Aim: It was the aim of this study to examine the extent to which customer commitment mediates and strengthens the relationship between customers’ perceived satisfaction and their citizenship behaviour. In the context of Internet banking, the study aimed to examine the extent to which customer’s commitment towards the service provider (the bank) strengthens the relationship between satisfaction with the service provided (Internet banking) and customer citizenship behaviour (consumer advocacy and the helping of other customers). Setting: The study was conducted in the South African Internet banking environment, which could benefit from a model of factors contributing to customer citizenship behaviour, specifically the sub-dimensions of consumer advocacy and helping behaviour. Methods: A descriptive and quantitative research design was followed and the survey responses obtained from 491 existing users of Internet banking services were used in the analysis. Results: Following the structural equation model results, the direct relationships between all constructs were confirmed. Customer commitment, however, has only a partial mediating effect on the relationships between customer satisfaction and the sub-dimensions of consumer advocacy and helping behaviour. Conclusions: From a theoretical perspective, the research findings provide more insight into the role of customer satisfaction and commitment in contributing to customer citizenship behaviour and the extent to which both relationship quality factors are needed in order to do so. From a practical perspective, banks should adapt their marketing strategies to facilitate greater relationships with customers responsible for citizenship behaviours. Customers promoting the benefits of the service to other customers and helping them to use the service may ultimately contribute to greater adoption and use of Internet banking services.

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Building trust in internet banking: a trustworthiness perspective

Industrial Management & Data Systems ◽

10.1108/imds-09-2014-0262 ◽

2015 ◽

Vol 115 (2) ◽

pp. 235-252 ◽

Cited By ~ 35

Author(s):

Pay Ling Yu ◽

M S Balaji ◽

Kok Wei Khong

Keyword(s):

Internet Banking ◽

Shared Values ◽

Banking Services ◽

Content Type ◽

Trust Theory ◽

Pls Analysis ◽

Trusting Beliefs ◽

Internet Banking Services ◽

The Relationship

Purpose – Based on the trust theory, the purpose of this paper is to empirically examine the role of trustworthiness and trust in users’ intentions to continue using internet banking. Further, the authors position the trust beliefs of competence, benevolence, integrity, and shared values as key antecedents of trustworthiness and trust. Design/methodology/approach – A questionnaire survey was used to collect responses from 227 actual users of internet banking in Malaysian context. A PLS analysis was conducted to explore the relationships between trusting beliefs, trustworthiness, trust, and internet banking use. Findings – Empirical findings show that trusting beliefs of consistency, integrity, and shared values determine the trustworthiness and trust in internet banking. Moreover, trust was found to mediate the relationship between trustworthiness and internet banking use. Practical implications – The study findings help managers understand the factors that determine Malaysia users trust and trustworthiness perceptions in internet banking. With reports indicated increase in internet banking use in Malaysia, the study findings provide important insights into enhancing users’ trust in internet banking for future transactions. Originality/value – Unlike previous studies that have largely focussed on technology factors, this study based on trust theory proposes that trust is important for users to continue using internet banking services. In developing this trust, the authors propose that trustworthiness is of vital importance. Further, the authors propose and show that trusting beliefs of competence, integrity and shared values influence user trustworthiness and trust in internet banking use. Thus, this study extends the understanding of the internet banking use in Malaysian context.

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Internet banking services as tool of CRM: a study of customer satisfaction in the National Capital Region, Delhi

International Journal of Electronic Customer Relationship Management ◽

10.1504/ijecrm.2014.066888 ◽

2014 ◽

Vol 8 (1/2/3) ◽

pp. 101 ◽

Cited By ~ 1

Author(s):

Shamsher Singh ◽

Naveen J. Sirohi

Keyword(s):

Customer Satisfaction ◽

Internet Banking ◽

National Capital Region ◽

Banking Services ◽

Capital Region ◽

National Capital ◽

Internet Banking Services

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Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role

International Journal of Marketing Studies ◽

10.5539/ijms.v10n4p94 ◽

2018 ◽

Vol 10 (4) ◽

pp. 94

Author(s):

Iman Abdel Hamid Hasanin

Keyword(s):

Customer Satisfaction ◽

Relationship Quality ◽

Customer Loyalty ◽

Commercial Banks ◽

Corporate Entrepreneurship ◽

External Factors ◽

Mediating Role ◽

Internal And External Factors ◽

The Relationship

The study aims to identify the nature of the relationship between the dimensions of corporate entrepreneurship and loyalty of customers. It intends to do that through the mediating role of customer satisfaction, by identifying the extent to which these dimensions apply according to the study the study, as well as the knowledge of the relationship quality. In order to meet the objectives of the study, a regular sample of 384 individuals was selected. These individuals were clients of the selected commercial banks, selected by customers who frequented the banks within a specified period of time. The study also found that there was a statistically significant correlation between corporate entrepreneurship and customer loyalty, which means that the greater the application of corporate entrepreneurship, the higher the effect of internal and external factors. The study suggests a set of recommendations to encourage banks in the study to apply CE to enhance customer loyalty.

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DAMPAK LAYANAN INTERNET BANKING DALAM MENINGKATKAN KEPUASAN NASABAH

Jurnal Ekonomi Integra ◽

10.51195/iga.v9i1.123 ◽

2019 ◽

Vol 9 (1) ◽

pp. 031

Author(s):

Noviryantika Noviryantika

Keyword(s):

Data Analysis ◽

Customer Satisfaction ◽

Multiple Regression ◽

Internet Banking ◽

Analysis Method ◽

System Availability ◽

Banking Services ◽

Independent Variable ◽

Internet Banking Services

Internet banking is currently a method of providing banking services to its customers. PT. Bank Bukopin uses Internet Banking technology in an effort to provide satisfaction to its customers. The purpose of this study was to determine the effect of efficiency, fulfillment, system availability, privacy, responsiveness, compensation and contact on the quality of internet banking services on customer satisfaction. The independent variable is the quality of internet banking services using 7 variable dimensions, while the dependent variable is customer satisfaction. The data analysis method uses multiple regression. The results showed that efficiency, fulfillment, system availability, responsiveness and compensation on the quality of internet banking services had a positive and significant effect on customer satisfaction at PT. Bank Bukopin Pontianak Branch. While privacy and contacts on the quality of internet banking services have a negative and significant impact on customer satisfaction of PT. Bank Bukopin Pontianak Branch.

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Customer satisfaction towards internet banking services: Case analysis on a Malaysian bank

2012 IEEE Colloquium on Humanities, Science and Engineering (CHUSER) ◽

10.1109/chuser.2012.6504302 ◽

2012 ◽

Author(s):

Siew-Phaik Loke ◽

Norlida Mohd Noor ◽

Khalizani Khalid

Keyword(s):

Customer Satisfaction ◽

Case Analysis ◽

Internet Banking ◽

Banking Services ◽

Internet Banking Services

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The Determination of User Satisfaction with Personal Internet Banking Services in the Context of Australia

Journal of Electronic Commerce in Organizations ◽

10.4018/jeco.2016070104 ◽

2016 ◽

Vol 14 (3) ◽

pp. 57-79 ◽

Cited By ~ 1

Author(s):

Padid Akbarzadeh Gharib

Keyword(s):

Customer Satisfaction ◽

User Satisfaction ◽

Perceived Risk ◽

Success Factors ◽

Internet Banking ◽

Causal Effects ◽

Banking Services ◽

Information System Success ◽

Internet Banking Services

Based on previous studies a theoretical framework of the determinants of an individual's satisfaction using Personal Internet Banking services is formulated incorporating information system success factors complemented by elements of behavioral and environmental uncertainties (multidimensional trust and perceived risk). Data was collected using an online self-administered questionnaire from a sample of 370 users in Australia and analyzed in order to determine the relationships among factors that have significant causal effects on customer satisfaction. The results confirm the importance of some of the factors reported in previous studies but also reveal unreported significant direct and indirect causal effects on customer satisfaction. Practical conclusions provide new perspectives for Australian banks on keeping customers highly satisfied with online banking services, as the main objective of this study.

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A Study on Impact of Switching Cost on Customer Satisfaction for Internet Banking Services at Commercial Banks in Batticaloa

International Journal of Economics & Management Sciences ◽

10.4172/2162-6359.1000402 ◽

2017 ◽

Vol 06 (02) ◽

Author(s):

Navaretnarajah Sanjeepan

Keyword(s):

Customer Satisfaction ◽

Commercial Banks ◽

Internet Banking ◽

Switching Cost ◽

Banking Services ◽

Internet Banking Services

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The Relationship Between Customer Engagement, Satisfaction, and Loyalty

International Journal of Customer Relationship Marketing and Management ◽

10.4018/ijcrmm.2019040103 ◽

2019 ◽

Vol 10 (2) ◽

pp. 35-60 ◽

Cited By ~ 2

Author(s):

Hani H Al-Dmour ◽

Wasim Khalil Ali ◽

Rand H Al-Dmour

Keyword(s):

Customer Satisfaction ◽

Structural Equation ◽

Customer Engagement ◽

Mobile Banking ◽

Banking Services ◽

Customer Trust ◽

The Impact ◽

The Relationship ◽

Customer Satisfaction And Loyalty

This article examines how customer engagement influences customer satisfaction, experience, trust, and loyalty in the context of mobile banking as well as the role of customer experience and trust as mediating variables in customer engagement with customer satisfaction and customer loyalty. For these purposes, a conceptual framework based on the content analysis of the previous studies was developed. The data for this research were collected from 406 customers using mobile banking services in Jordan. The responses are verified using structural equation modelling. Customer engagement positively influences customer trust and experience, while the impact of customer engagement on customer satisfaction and loyalty is partially mediated by customer trust. The study findings may aid future researchers in their quest in understanding the inherent relationships that lie between the constructs' questions and may provide a platform for banking managers in their efforts to improve their online banking customers satisfaction.

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