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Measuring e-statement quality impact on customer satisfaction and loyalty

Author

Listed:
  • Hussain Ali Bekhet
  • Basheer Abbas Al-alak

Abstract

The purpose of this paper is to measure e-statement quality impact on customer satisfaction and loyalty, using a convenient sample from e-statement end-users in West Malaysia. Linear regression-stepwise technique was used to realise the objective of the study. Results show that customer satisfaction is significantly correlated with customer loyalty, implying that high customer satisfaction leads to a high level of customer loyalty. The paper clearly shows that the proper understanding of the true e-statement quality domains by bank management will enable the banking industry to design customer-oriented marketing strategies. The value of the study stems from the fact that it is the only paper of its kind that addresses this issue in Malaysia.

Suggested Citation

  • Hussain Ali Bekhet & Basheer Abbas Al-alak, 2011. "Measuring e-statement quality impact on customer satisfaction and loyalty," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 5(4), pages 299-315.
    • Handle: RePEc:ids:ijelfi:v:5:y:2011:i:4:p:299-315
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