IDEAS home Printed from https://ideas.repec.org/a/hrs/journl/vxiiiy2021i1p59-68.html
   My bibliography  Save this article

Impact Of Service And E-Service Quality, Price And Image On The Trust And Loyalty Of The Electronic Banking Customers

Author

Listed:
  • Ilirjana ZYBERI

    (Doctor, Faculty of Economy, University "Eqrem ?abej",Gjirokastra, Albania)

  • Antoneta POLO

    (Doctor,Docent, Faculty of Economy, University "Eqrem ?abej",Gjirokastra, Albania)

Abstract

In the era of globalization and increasing competition worldwide, banks are changing their strategies in order to reach customers around the world easier and cheaper. Banks have adopted modern technology to reduce costs and improve the quality of customer service as well as provide standardization of basic services. Albania has been a positive trend in the use of e-banking and the Internet as a new alternative for providing banking products and services. The purpose of this study is to measure the impact of service quality, quality of e-service, price factors and image have on the trust and loyalty of customers to banks and present some conclusions in order to improve the e-banking situation in Albania. The study is based on primary data collected from the administration of 400 questionnaires in three districts of Gjirokastra region. Data were analyzed using classical econometric models (linear multifactorial regression). From the multivariate analysis, used to see the relationship between trust and service quality, e-service quality, price and image, it resulted that e-service quality, image and price are important factors influencing customer trust, while quality of service does not appear to be statistically significant. All four of the above factors were taken into account to see their relationship with loyalty to banks. Multivariate analysis showed that all four factors are statistically significant in their impact on loyalty. These findings constitute a valuable contribution to the financial institutions, financial advisors, bank customers and prospective applicants.

Suggested Citation

  • Ilirjana ZYBERI & Antoneta POLO, 2021. "Impact Of Service And E-Service Quality, Price And Image On The Trust And Loyalty Of The Electronic Banking Customers," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 59-68, June.
  • Handle: RePEc:hrs:journl:v:xiii:y:2021:i:1:p:59-68
    as

    Download full text from publisher

    File URL: http://www.rsijournal.eu/ARTICLES/June_2021/5.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ladias, Christos & Hasanagas, Nikolaos & Papadopoulou, Eleni, 2011. "Conceptualising ‘macro-regions’: Viewpoints and tools beyond NUTS classification," Studies in Agricultural Economics, Research Institute for Agricultural Economics, vol. 113(2), pages 1-7.
    2. Georgios Xanthos & Christos Ap. Ladias & Christos Genitsaropoulos, 2013. "A Method For Forecasting Population Changes In Alpine, Semi-Alpine And Lowland Communities Of Epirus Region In Greece," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 173-179, June.
    3. Gent Jusufi & Lura Rexhepi Mahmutaj & Gentina Jusufi & Nora Jusufi, 2015. "Kosovo’s International Trade: Balance of Trade," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 1, ejes_v1_i.
    4. Dimitrios Tsiotas & Serafeim Polyzos, 2018. "The Complexity in the Study of Spatial Networks: an Epistemological Approach," Networks and Spatial Economics, Springer, vol. 18(1), pages 1-32, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Gentiana SHARKU & Etleva BAJRAMI, 2021. "Insurance-Economic Growth Nexus - Evidence From Selected Western Balkan'S Countries," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(2), pages 53-68, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dimitrios TSIOTAS & Nikolaos AXELIS & Serafeim POLYZOS, 2022. "Detecting City-Dipoles In Greece Based On Intercity Commuting," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 11-30, June.
    2. Veacheslav SHEBANIN & Iurii KORMYSHKIN & Alona KLIUCHNYK & Iryna ALLAKHVERDIYEVA & Valentyna UMANSKA, 2022. "Tools Of Formation Of The System Of Socio-Economic Security Of Territorial Communities Of The Region," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 127-136, June.
    3. Filipos RUXHO & Christos Ap. LADIAS, 2022. "Increasing Funding For The Regional Industry Of Kosovo And The Impact On Economic Growth," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 117-126, June.
    4. Filipos RUXHO & Christos Ap. LADIAS, 2022. "The Logistic Drivers As A Powerful Performance Indicator In The Development Of Regional Companies Of Kosovo," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(2), pages 95-106, June.
    5. Panagiota DIONYSOPOULOU & Georgios SVARNIAS & Theodore PAPAILIAS, 2021. "Total Quality Management In Public Sector, Case Study: Customs Service," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 153-168, June.
    6. Christos Ap. LADIAS & Filipos RUXHO & Fernando Jos? Calado e Silva Nunes TEIXEIRA & Susana Soares Pinheiro Vieira PESCADA, 2023. "The Regional Economic Indicators And Economic Development Of Kosovo," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 73-83, June.
    7. Radojko LUKIC, 2020. "The Analysis of the Financial Risk of Trade in Serbia," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 21(4), pages 518-529, October.
    8. Serafeim POLYZOS & Dimitrios TSIOTAS, 2023. "Interregional Transport Infrastructures And Regional Development: A Methodological Approach," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 18(2), pages 5-31, May.
    9. Tom Wilson & Irina Grossman & Monica Alexander & Phil Rees & Jeromey Temple, 2022. "Methods for Small Area Population Forecasts: State-of-the-Art and Research Needs," Population Research and Policy Review, Springer;Southern Demographic Association (SDA), vol. 41(3), pages 865-898, June.
    10. Serafeim POLYZOS & Dimitrios TSIOTAS, 2020. "The Contribution Of Transport Infrastructures To The Economic And Regional Development: A Review Of The Conceptual Framework," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 15(1), pages 5-23, February.
    11. Evgenia ANASTASIOU, 2020. "Changes In Human Geography: Scenarios Of Counter-Urbanization In The Context Of Economic Crisis," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 75-86, June.
    12. Tsiotas, Dimitrios, 2021. "Drawing indicators of economic performance from network topology: The case of the interregional road transportation in Greece," Research in Transportation Economics, Elsevier, vol. 90(C).
    13. Shixun Wang & Lihong Yang, 2022. "The Network Structure of Innovation Networks," Networks and Spatial Economics, Springer, vol. 22(1), pages 65-96, March.
    14. Antoneta POLO & Enkela CACA & Ilirjana ZYBERI & Christos Ap. LADIAS & Filipos RUXHO, 2025. "Foreign Direct Investment In Real Estate In Albania And Its Impact On Gdp," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(1), pages 135-142, June.
    15. repec:bfb:srdjou:2024-3 is not listed on IDEAS
    16. Filipos RUXHO & Christos Ap. LADIAS & Ali TAFARSHIKU & Edib ABAZI, 2023. "Regional Employees Perceptions On Decent Work And Economic Growth: Labour Market Of Albania And Kosovo," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(2), pages 13-23, June.
    17. repec:bfb:srdjou:2024-7 is not listed on IDEAS
    18. Dimitrios TSIOTAS & Labros SDROLIAS & Georgios ASPRIDIS & Ioannis PAPADIMOPOULOS, 2020. "Geographical And Socioeconomic Determinants In The Topology Of Spatial Networks: Evidence From The Interregional Road Network In Greece," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 15(3), pages 5-28, August.
    19. Umut ERDEM & Dimitrios TSIOTAS & K. Mert CUBUKCU, 2019. "Population Dynamics In Network Topology: The Case Of Air Transport Network In Turkey," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 11(2), pages 5-20, June.
    20. Dimitrios TSIOTAS, 2022. "A Network-Based Algorithm For Computing Keynesian Income Multipliers In Multiregional Systems," Regional Science Inquiry, Hellenic Association of Regional Scientists, vol. 0(2), pages 25-46, June.
    21. Ivano Cardinale, 2022. "Vulnerability, Resilience and ‘Systemic Interest’: a Connectivity Approach," Networks and Spatial Economics, Springer, vol. 22(3), pages 691-707, September.
    22. repec:bfb:srdjou:2024-4 is not listed on IDEAS
    23. Areti Kranioti & Dimitrios Tsiotas & Serafeim Polyzos, 2022. "The Topology of Cultural Destinations’ Accessibility: The Case of Attica, Greece," Sustainability, MDPI, vol. 14(3), pages 1-23, February.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    JEL classification:

    • E5 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hrs:journl:v:xiii:y:2021:i:1:p:59-68. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dimitrios K. Kouzas (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.