Publication: Measuring e-statement quality impact on customer satisfaction and loyalty
dc.citedby | 13 | |
dc.contributor.author | Bekhet H.A. | en_US |
dc.contributor.author | Al-Alak B.A. | en_US |
dc.contributor.authorid | 37100908800 | en_US |
dc.contributor.authorid | 15844888600 | en_US |
dc.date.accessioned | 2023-12-28T07:05:45Z | |
dc.date.available | 2023-12-28T07:05:45Z | |
dc.date.issued | 2011 | |
dc.description.abstract | The 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.nature | Final | en_US |
dc.identifier.doi | 10.1504/IJEF.2011.043345 | |
dc.identifier.epage | 315 | |
dc.identifier.issue | 4 | |
dc.identifier.scopus | 2-s2.0-84906335458 | |
dc.identifier.spage | 299 | |
dc.identifier.uri | https://www.scopus.com/inward/record.uri?eid=2-s2.0-84906335458&doi=10.1504%2fIJEF.2011.043345&partnerID=40&md5=eef0868b669aaa6961f8760c9f3ca322 | |
dc.identifier.uri | https://irepository.uniten.edu.my/handle/123456789/29599 | |
dc.identifier.volume | 5 | |
dc.pagecount | 16 | |
dc.publisher | Inderscience Publishers | en_US |
dc.source | Scopus | |
dc.sourcetitle | International Journal of Electronic Finance | |
dc.subject | E-finance | |
dc.subject | E-statement | |
dc.subject | Malaysia | |
dc.subject | Marketing strategy | |
dc.subject | Quality domains | |
dc.subject | Quality of services | |
dc.subject | Satisfaction and loyalty | |
dc.title | Measuring e-statement quality impact on customer satisfaction and loyalty | en_US |
dc.type | Article | en_US |
dspace.entity.type | Publication |