Impact of Service Quality;Customer Satisfaction and Switching Costs on Customer Loyalty

• 발행기관: 한국유통과학회
• 저자명: Do Thanh NGUYEN Van Thanh PHAM Dung Manh TRAN Duyen Bich T. PHAM
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 7 No.8, 395~405쪽, 전체 11쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2020.08.30

영문 초록

This study examines the relationships and the impacts of service quality;customer satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This study uses questionnaires with 7-point Likert scale to collect data from 227 e-banking users;who are mainly students and paid employees in Hanoi City;Vietnam. The collected data are analyzed by using multivariate linear regression method. The results show that all five factors of service quality in e-banking – reliability;responsiveness;service capacity;empathy and tangibility – have positive correlations with customer satisfaction. Among these determinants;service capacity and tangibility have the strongest impact. It means that;by increasing the quality of their services through five above factors;especially through improving capacity and tangibility;commercial banks can satisfy their customer better. In addition;customer satisfaction is strongly and positively correlated to customer loyalty. It means that;if customers are satisfied with e-banking services of one bank;they not only continue to do more businesses with this bank;but also recommend this bank to other people. Lastly;customer loyalty also has a strong and positive correlation with switching costs;which means customers tend to be loyal to one bank if the barriers to switching banks increase.

목차

1. Introduction

2. Literature Review

3. Research Methods and Materials

4. Results and Discussion

5. Conclusions

References

키워드

E-banking Customer Loyalty Customer Satisfaction Service Quality