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Building loyalty with online financial services customers: Is there a gender difference?

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  • Ladhari, Riadh
  • Leclerc, André

Abstract

This study proposes a research model of the determinants of customer loyalty in an online financial services context. The study examines the online service quality dimensions that influence e-trust and e-satisfaction, which in turn influence e-loyalty. The research assesses also the moderator role of gender in e-loyalty development. Using data collected from 376 users of a click-and-brick financial institution in Canada, the study finds that: (1) e-loyalty is positively related to e-satisfaction and e-trust; (2) e-satisfaction and e-trust are positively associated to perceived website efficiency and information quality; (3) gender does not moderate relationships between online service quality, e-satisfaction, e-trust, and e-loyalty; (4) women report higher levels of online service quality, e-satisfaction, e-trust, and e-loyalty than men. The study emphasises the role of website efficiency and information quality in developing loyalty for online financial services providers. Indeed, it suggests that online financial institutions do not need to segment their online market based on gender.

Suggested Citation

  • Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
  • Handle: RePEc:eee:joreco:v:20:y:2013:i:6:p:560-569
    DOI: 10.1016/j.jretconser.2013.07.005
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    References listed on IDEAS

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    Citations

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    Cited by:

    1. Bogomolova, Svetlana, 2016. "Determinants of ex-customer winback in financial services," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 1-6.
    2. Kushwaha, Gyaneshwar Singh & Agrawal, Shiv Ratan, 2015. "An Indian customer surrounding 7P׳s of service marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 85-95.
    3. Karpinska-Krakowiak, Malgorzata, 2021. "Women are more likely to buy unknown brands than men: The effects of gender and known versus unknown brands on purchase intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    4. Isabelle Brun & Lova Rajaobelina & Line Ricard & Annick Fortin, 2017. "Impact of website characteristics on relationship quality: a comparison of banks financial cooperatives," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(4), pages 141-149, December.
    5. Hou, Jianwei & Elliott, Kevin, 2014. "How do online bidders differ from non-bidders?," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 18-25.
    6. Faqih, Khaled M.S., 2016. "An empirical analysis of factors predicting the behavioral intention to adopt Internet shopping technology among non-shoppers in a developing country context: Does gender matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 140-164.
    7. Chang, Joshua & Travaglione, Antonio & O’Neill, Grant, 2015. "How can gender signal employee qualities in retailing?," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 24-30.
    8. Lova Rajaobelina & Isabelle Brun & Sandrine Prom Tep & Manon Arcand, 2018. "Towards a better understanding of mobile banking: the impact of customer experience on trust and commitment," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(3), pages 141-152, December.

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