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Measuring e-statement quality impact on customer satisfaction and loyalty

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dc.citedby13
dc.contributor.authorBekhet H.A.en_US
dc.contributor.authorAl-Alak B.A.en_US
dc.contributor.authorid37100908800en_US
dc.contributor.authorid15844888600en_US
dc.date.accessioned2023-12-28T07:05:45Z
dc.date.available2023-12-28T07:05:45Z
dc.date.issued2011
dc.description.abstractThe purpose of this paper is to measure e-statement quality impact on customer satisfaction and loyalty, using a convenient sample from e-statement end-users in West Malaysia. Linear regression-stepwise technique was used to realise the objective of the study. Results show that customer satisfaction is significantly correlated with customer loyalty, implying that high customer satisfaction leads to a high level of customer loyalty. The paper clearly shows that the proper understanding of the true e-statement quality domains by bank management will enable the banking industry to design customer-oriented marketing strategies. The value of the study stems from the fact that it is the only paper of its kind that addresses this issue in Malaysia. Copyright � 2011 Inderscience Enterprises Ltd.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.1504/IJEF.2011.043345
dc.identifier.epage315
dc.identifier.issue4
dc.identifier.scopus2-s2.0-84906335458
dc.identifier.spage299
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84906335458&doi=10.1504%2fIJEF.2011.043345&partnerID=40&md5=eef0868b669aaa6961f8760c9f3ca322
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/29599
dc.identifier.volume5
dc.pagecount16
dc.publisherInderscience Publishersen_US
dc.sourceScopus
dc.sourcetitleInternational Journal of Electronic Finance
dc.subjectE-finance
dc.subjectE-statement
dc.subjectMalaysia
dc.subjectMarketing strategy
dc.subjectQuality domains
dc.subjectQuality of services
dc.subjectSatisfaction and loyalty
dc.titleMeasuring e-statement quality impact on customer satisfaction and loyaltyen_US
dc.typeArticleen_US
dspace.entity.typePublication
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