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Factors Affecting Customer Loyalty of Using Internet Banking in Iran

Author

Listed:
  • Fakhraddin Maroofi

    (University of Kurdistan)

  • Mohammad Nazaripour

    (University of Kurdistan)

Abstract

This study tries to develop a model depended on the utilization of Information System, with the purpose to examine factors effecting customer loyalty in the direction of Internet banking websites. The study also tries to recognize the key factors among those examined: service quality, observed value, trust, and reputation of the bank. According to the findings, trust, habit and reputation are found to have a remarkable effect on customer loyalty in the direction of individual Internet banking websites in Iran. As compared to trust factors, reputation is the strongest effect. The results also showed that service quality observed value is not remarkably related to customer loyalty. Service quality is found to be an important factor in effecting the adoption of the technology, but did not have a remarkable effect in keeping of customers. The findings have assuming that the internet banking supporters on the areas to be focused on in keeping their customers.

Suggested Citation

  • Fakhraddin Maroofi & Mohammad Nazaripour, 2012. "Factors Affecting Customer Loyalty of Using Internet Banking in Iran," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 2(4), pages 53-65, October.
    • Handle: RePEc:hur:ijaraf:v:2:y:2012:i:4:p:53-65
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    References listed on IDEAS

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    1. Eastlick, Mary Ann & Feinberg, Richard A., 1999. "Shopping Motives for Mail Catalog Shopping," Journal of Business Research, Elsevier, vol. 45(3), pages 281-290, July.
    2. Gefen, David, 2000. "E-commerce: the role of familiarity and trust," Omega, Elsevier, vol. 28(6), pages 725-737, December.
    3. Carl Shapiro, 1982. "Consumer Information, Product Quality, and Seller Reputation," Bell Journal of Economics, The RAND Corporation, vol. 13(1), pages 20-35, Spring.
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    Cited by:

    1. Ali Rfieda, 2013. "Investigating Factors that affecting the Continued use of Internet Banking: Case Study of Libya," Information Management and Business Review, AMH International, vol. 5(7), pages 313-323.

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    More about this item

    Keywords

    Internet banking; banking website; customer loyalty; Iran;
    All these keywords.

    JEL classification:

    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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