The relative importance of trust and usable website design in building e-loyalty intention on internet banking : a case of Maybank2U.com
In e-commerce, loyal customers are considered extremely valuable. The high cost of attracting new customers on the Internet and the relative difficulty in retaining them make customer loyalty an essential asset for many banks. Since online transactions involve many uncertainties for the customer...
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Main Author: | |
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Format: | Thesis |
Language: | English |
Published: |
2005
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Subjects: | |
Online Access: | http://eprints.uthm.edu.my/9861/1/24p%20NOR%20AZIATI%20ABDUL%20HAMID.pdf http://eprints.uthm.edu.my/9861/ |
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Summary: | In e-commerce, loyal customers are considered extremely valuable. The high cost of
attracting new customers on the Internet and the relative difficulty in retaining them make
customer loyalty an essential asset for many banks. Since online transactions involve
many uncertainties for the customer and most of the Internet banking offers the same
product as the other competitor, it is crucial for banks to recognize the key factor that can
tie their existing customer become a loyal customer an change the web surfers into
purchaser. Despite of increasing usage of Internet Shopping and banking, the literature
only portray little effort of empirical research has addressed the role of quality Internet
websites design and customer online trust in forming consumers' intentions to revisits or
repurchase particular products or at particular banks within the context of customer
relationship management. This empirical study was performed to measure relative
importance of two different factor that is most cited as a critical success factor for ecommerce
environment; usable website design and trust elements on the website. The
study specifically focuses on Maybank2u.com users and sample for the study was drawn
among academician and students of three different faculties in UiTM Shah Alam. The
results of the empirical analysis confirmed that the trust of the user increases when the
user perceived that the website was usable and that there was a consequent increase in the
degree of website loyalty |
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