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: | Ariff, M. S. M., Yun, L. O., Zakuan, N, Ismail, K |
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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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