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Developing the innovative research model of internet banking customers' loyalty

Author

Listed:
  • Szu-Yuan Sun
  • Chang-Yao Wu
  • Teresa L. Ju
  • Hao-Fan Chumg
  • Wei-Tang Kuo

Abstract

This study intends to develop an innovative research model based on the commitment-trust theory to explore factors influencing the customers' loyalty of internet banking. The results of study indicate that shared values, communication and system security have a positive impact on trust; relationship benefit, customers' authorisation, trust have a positive impact on relationship commitment. Trust and relationship commitment from customers have a positive impact on retention of the customer in using of internet banking; customer retention and customer satisfaction have a positive impact on customer loyalty. The future work will conduct a survey research to validate the research model and hypotheses.

Suggested Citation

  • Szu-Yuan Sun & Chang-Yao Wu & Teresa L. Ju & Hao-Fan Chumg & Wei-Tang Kuo, 2012. "Developing the innovative research model of internet banking customers' loyalty," International Journal of Innovation and Learning, Inderscience Enterprises Ltd, vol. 11(3), pages 308-324.
    • Handle: RePEc:ids:ijilea:v:11:y:2012:i:3:p:308-324
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