The impacts of service quality and customer satisfaction on customer loyalty in internet banking
This study examined the relationship and the impacts of e-SQ and e-Satisfaction on e-Loyalty in internet banking. The modified version of E-SERVQUAL instrument was used to determine e-SQ for internet banking service of a commercial bank in Malaysia. Questionnaires were collected randomly from 265 in...
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| Main Authors: | , , , |
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| Format: | Conference or Workshop Item |
| Published: |
2013
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| Subjects: | |
| Online Access: | http://eprints.utm.my/id/eprint/51359/ https://doi.org/10.1016/j.sbspro.2013.06.462 |
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