IDEAS home Printed from https://ideas.repec.org/a/igg/jebr00/v16y2020i2p69-83.html
   My bibliography  Save this article

The Effect of e-Finance Service Quality on Bank Customers' Fintech e-Loyalty: Evidence from Ethiopia

Author

Listed:
  • Wondwossen Jerene

    (Arba Minch University, Arba Minch, Ethiopia)

  • Dhiraj Sharma

    (Punjabi University, Patiala, India)

Abstract

The expansion of information communication technology (ICT) significantly influences organizations service delivering culture. The financial institutions, particularly the banking industry are one of the major sectors that invests large amount of capital for introducing new technologies. E-finance is one of the technology channels that bankers introduced to their customers to access financial services. Therefore, this study was aimed to study the effect of e-finance service quality on bank customers' fintech loyalty of using the e-finance services in future. Primary data was collected from 412 bank customers and it was analyzed using the structural equation model (SEM) through AMOS. The result revealed that both in normal operations of e-finance service and recovery services, the quality of service positively influences bank customers' satisfaction and their e-loyalty.

Suggested Citation

  • Wondwossen Jerene & Dhiraj Sharma, 2020. "The Effect of e-Finance Service Quality on Bank Customers' Fintech e-Loyalty: Evidence from Ethiopia," International Journal of E-Business Research (IJEBR), IGI Global, vol. 16(2), pages 69-83, April.
    • Handle: RePEc:igg:jebr00:v:16:y:2020:i:2:p:69-83
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJEBR.2020040105
    Download Restriction: no
    ---><---

    More about this item

    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:igg:jebr00:v:16:y:2020:i:2:p:69-83. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    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.