Publication: Measuring e-statement quality impact on customer satisfaction and loyalty
Date
2011
Authors
Bekhet H.A.
Al-Alak B.A.
Journal Title
Journal ISSN
Volume Title
Publisher
Inderscience Publishers
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.
Description
Keywords
E-finance , E-statement , Malaysia , Marketing strategy , Quality domains , Quality of services , Satisfaction and loyalty