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The Influence of the Quality of Internet Banking Services on Customer Loyalty

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  • Aleksander Lotko

Abstract

Purpose: This paper explores, how particular dimensions of the quality of e-services influence customer loyalty in the field of Internet banking. Design/Methodology/Approach: Drawing from the theories available in the reference items and dimensions determining e-services quality and customer loyalty were identified. A proposed hypothetical framework was tested in the Internet banking sector in Poland, employing a quantitative research method. A survey method was applied in the research. The survey data was collected from 384 e-banking customers. Data was processed with the use of Structural Equations Modeling (SEM). Findings: It turns out that among the dimensions of the quality of the Internet banking services, the Fulfillment has the greatest impact on the customer loyalty, Efficiency is of slightly lower importance, whereas Privacy is of the lowest importance in this case. However, surprisingly it turned out that System Availability is omitted. This fact may imply that this dimension belongs to the “must-be quality”. Originality/Value: The novelty elements include the identification, estimation and evaluation of the model of direct relation between the quality and customer loyalty, identification of the quality dimensions which are the strongest predicators of customer loyalty as well as the indication of managerial implications.

Suggested Citation

  • Aleksander Lotko, 2022. "The Influence of the Quality of Internet Banking Services on Customer Loyalty," European Research Studies Journal, European Research Studies Journal, vol. 0(Special A), pages 259-276.
    • Handle: RePEc:ers:journl:v:xxv:y:2022:i:speciala:p:259-276
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    References listed on IDEAS

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    1. Yingsheng Du & Youchun Tang, 2014. "A Literature Review on the Relationship Between Service Quality and Customer Loyalty," Business and Management Research, Business and Management Research, Sciedu Press, vol. 3(3), pages 27-33, September.
    2. Pan, Yue & Sheng, Simon & Xie, Frank T., 2012. "Antecedents of customer loyalty: An empirical synthesis and reexamination," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 150-158.
    3. Ladhari, Riadh, 2010. "Developing e-service quality scales: A literature review," Journal of Retailing and Consumer Services, Elsevier, vol. 17(6), pages 464-477.
    4. Qingyi Chen & Ning Zhang, 2015. "Does E-Commerce Provide a Sustained Competitive Advantage? An Investigation of Survival and Sustainability in Growth-Oriented Enterprises," Sustainability, MDPI, vol. 7(2), pages 1-18, January.
    5. Firdous, Sadaf & Farooqi, Rahela, 2017. "Impact of Internet Banking Service Quality on Customer Satisfaction," Journal of Internet Banking and Commerce, , vol. 22(01), pages 01-17, April.
    6. Stephen Banahene & Eric Ahudey & Abigail Asamoah, 2017. "Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 8(4), pages 18-33, August.
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    More about this item

    Keywords

    Internet banking; services; quality; customer loyalty.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality

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