The mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among Internet banking users in northern region of Malaysia

Research on online customer loyalty among internet banking users is important because of the threat posed by phishing and other related issues. The literature has shown that it is a major concern, especially in Malaysia. This study examines the factors influencing eLoyalty such as eSatisfaction, eCo...

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Main Author: Norhidayah, Ali
Format: Thesis
Language:English
English
English
Published: 2016
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Online Access:http://etd.uum.edu.my/6714/1/Depositpermission_s94318.pdf
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spelling my.uum.etd.67142018-04-30T06:58:31Z http://etd.uum.edu.my/6714/ The mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among Internet banking users in northern region of Malaysia Norhidayah, Ali HG Finance Research on online customer loyalty among internet banking users is important because of the threat posed by phishing and other related issues. The literature has shown that it is a major concern, especially in Malaysia. This study examines the factors influencing eLoyalty such as eSatisfaction, eCommitment, eTrust, privacy, security, website quality and convenience among the internet banking users in Malaysia. The objectives of the study are to analyse the direct effect of eSatisfaction, eCommitment, eTrust towards eLoyalty and the mediating effect of eSatisfaction between privacy, security and website quality on eLoyalty. Another objective is to observe the moderating role of convenience between eSatisfaction and eLoyalty. The underpinning theory used to develop the study’s framework is based on Oliver’s Four-Stage Loyalty Model. An intercept data collection approach was chosen due to the nature of online users as well as the industry. A total of 427 datasets was employed for final analysis, performed using SPSS and SmartPLS-SEM (Partial Least Squares-Structural Equation Modeling). The results of the analysis show that all hypotheses are supported and only one is rejected. The study has established the direct relationship between eSatisfaction, eCommitment and eTrust towards eLoyalty. In addition, the study has confirmed the mediating effect of eSatisfaction between privacy and eLoyalty, security and eLoyalty and website quality on eLoyalty. However, the moderating role of convenience was found to be not significant indicating that there is a constant effect between eSatisfaction and eLoyalty. The study also discusses the theoretical and practical contributions as well as the limitations of the study and recommendations for future research. 2016 Thesis NonPeerReviewed text en http://etd.uum.edu.my/6714/1/Depositpermission_s94318.pdf text en http://etd.uum.edu.my/6714/2/s94318_01.pdf text en http://etd.uum.edu.my/6714/3/s94318_02.pdf Norhidayah, Ali (2016) The mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among Internet banking users in northern region of Malaysia. PhD. thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
English
topic HG Finance
spellingShingle HG Finance
Norhidayah, Ali
The mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among Internet banking users in northern region of Malaysia
description Research on online customer loyalty among internet banking users is important because of the threat posed by phishing and other related issues. The literature has shown that it is a major concern, especially in Malaysia. This study examines the factors influencing eLoyalty such as eSatisfaction, eCommitment, eTrust, privacy, security, website quality and convenience among the internet banking users in Malaysia. The objectives of the study are to analyse the direct effect of eSatisfaction, eCommitment, eTrust towards eLoyalty and the mediating effect of eSatisfaction between privacy, security and website quality on eLoyalty. Another objective is to observe the moderating role of convenience between eSatisfaction and eLoyalty. The underpinning theory used to develop the study’s framework is based on Oliver’s Four-Stage Loyalty Model. An intercept data collection approach was chosen due to the nature of online users as well as the industry. A total of 427 datasets was employed for final analysis, performed using SPSS and SmartPLS-SEM (Partial Least Squares-Structural Equation Modeling). The results of the analysis show that all hypotheses are supported and only one is rejected. The study has established the direct relationship between eSatisfaction, eCommitment and eTrust towards eLoyalty. In addition, the study has confirmed the mediating effect of eSatisfaction between privacy and eLoyalty, security and eLoyalty and website quality on eLoyalty. However, the moderating role of convenience was found to be not significant indicating that there is a constant effect between eSatisfaction and eLoyalty. The study also discusses the theoretical and practical contributions as well as the limitations of the study and recommendations for future research.
format Thesis
author Norhidayah, Ali
author_facet Norhidayah, Ali
author_sort Norhidayah, Ali
title The mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among Internet banking users in northern region of Malaysia
title_short The mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among Internet banking users in northern region of Malaysia
title_full The mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among Internet banking users in northern region of Malaysia
title_fullStr The mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among Internet banking users in northern region of Malaysia
title_full_unstemmed The mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among Internet banking users in northern region of Malaysia
title_sort mediating effect of e-satisfaction and the moderating effect of convenience towards e-loyalty among internet banking users in northern region of malaysia
publishDate 2016
url http://etd.uum.edu.my/6714/1/Depositpermission_s94318.pdf
http://etd.uum.edu.my/6714/2/s94318_01.pdf
http://etd.uum.edu.my/6714/3/s94318_02.pdf
http://etd.uum.edu.my/6714/
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score 13.211869