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The Moderating Effects of Involvement on the Relationships Between Satisfaction, Trust and Commitment in e-Banking

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  • Sanchez-Franco, Manuel J.

Abstract

Most prior research into customer loyalty emphasizes the effects of the dimensions of online satisfaction and trust. However, research into how customer involvement moderates this relationship model – in the online environment – has been less than conclusive. On the basis of a satisfaction–trust–commitment model, and given that involvement is a significant precondition to customer loyalty, this paper explores the interaction effects of customer involvement on the evaluation of e-banking services.

Suggested Citation

  • Sanchez-Franco, Manuel J., 2009. "The Moderating Effects of Involvement on the Relationships Between Satisfaction, Trust and Commitment in e-Banking," Journal of Interactive Marketing, Elsevier, vol. 23(3), pages 247-258.
    • Handle: RePEc:eee:joinma:v:23:y:2009:i:3:p:247-258
    DOI: 10.1016/j.intmar.2009.04.007
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    Cited by:

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    5. Fernando Oliveira Santini & Wagner Junior Ladeira & Claudio Hoffmann Sampaio & Marcelo Gattermann Perin, 2018. "Online banking services: a meta-analytic review and assessment of the impact of antecedents and consequents on satisfaction," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(3), pages 168-178, December.
    6. Honey Yadav & Umang Soni & Shubham Gupta & Girish Kumar, 2022. "Evaluation of Barriers in the Adoption of E-Commerce Technology in SMEs: A Fuzzy DEMATEL Approach," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 20(1), pages 1-18, January.
    7. Chunhao Wei & Han Chen & Yee Ming Lee, 2022. "COVID-19 preventive measures and restaurant customers’ intention to dine out: the role of brand trust and perceived risk," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 581-600, September.
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    10. Masouda A. Gurban & Abeer S. Almogren, 2022. "Students’ Actual Use of E-Learning in Higher Education During the COVID-19 Pandemic," SAGE Open, , vol. 12(2), pages 21582440221, May.
    11. Muhammad Sarmad & Naeem Ahmad & Muhammad Khan & Muhammad Irfan & Hajira Atta, 2020. "Investigating the Moderating Role of Trust between Social Media Capabilities and Consumer Brand Engagement Across Textile Sector of Pakistan," International Review of Management and Marketing, Econjournals, vol. 10(4), pages 53-62.
    12. Cheong Kim & Hyeon Gyu Jeon & Kun Chang Lee, 2020. "Discovering the Role of Emotional and Rational Appeals and Hidden Heterogeneity of Consumers in Advertising Copies for Sustainable Marketing," Sustainability, MDPI, vol. 12(12), pages 1-20, June.
    13. Baqar Ali Zardari & Zahid Hussain & Aijaz Ahmed Arain & Wajid H. Rizvi & Muhammad Saleem Vighio, 2021. "Development and Validation of User Experience-Based E-Learning Acceptance Model for Sustainable Higher Education," Sustainability, MDPI, vol. 13(11), pages 1-17, May.
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