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Predicting Customer Loyalty in the Mobile Banking Setting: An Integrated Approach

Author

Listed:
  • Nhuong Bui

    (National Economics University, Vietnam)

  • Zachary Moore

    (University of Lousiiana at Monroe, USA)

  • Hayden Wimmer

    (Georgia Southern University, USA)

  • Long Pham

    (University of Louisiana at Monroe, USA)

Abstract

This study uses a novel theoretical approach that combines two multidimensional service quality models that focus on customer satisfaction, perceived value, and customer loyalty as outcomes of service quality in the context of mobile banking. Additionally, the study assesses the potential moderating effects of switching costs between mobile banking service quality and customer loyalty. The study found a strong direct effect between service quality, perceived value, customer satisfaction, and loyalty. The moderating effect of switching costs was found to be inconsequential to customer loyalty. The study demonstrates that financial institutions should focus on building and maintaining functional, secure mobile banking applications to enhance customer loyalty and retention.

Suggested Citation

  • Nhuong Bui & Zachary Moore & Hayden Wimmer & Long Pham, 2022. "Predicting Customer Loyalty in the Mobile Banking Setting: An Integrated Approach," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 14(1), pages 1-22, January.
    • Handle: RePEc:igg:jesma0:v:14:y:2022:i:1:p:1-22
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    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJESMA.296576
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    References listed on IDEAS

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    1. Ha Nguyen Van & Long Pham & Stan Williamson & Vu Thanh Huong & Pham Xuan Hoa & Pham Lam Hanh Trang, 2020. "Impact of perceived risk on mobile banking usage intentions: trust as a mediator and a moderator," International Journal of Business and Emerging Markets, Inderscience Enterprises Ltd, vol. 12(1), pages 94-118.
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    Cited by:

    1. Tihomir Orehovački & Luka Blašković & Matej Kurevija, 2022. "Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study," Future Internet, MDPI, vol. 15(1), pages 1-24, December.

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