Building loyalty with online financial services customers: Is there a gender difference?

Ladhari, Riadh; Leclerc, André

doi:10.1016/j.jretconser.2013.07.005

Cited by 105 publications

(69 citation statements)

References 61 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…It means customer satisfaction has a positive direct effect on customer loyalty. These results are consistent with studies by Kasiri et al (2017);Picón (2014), Ladhari and Leclerc (2013); Kuo et al (2009);Sheng and Liu (2010); Akbar and Parvez (2009) and Chu et al (2012). They found that customer satisfaction had a positive and significant influence on customer loyalty.…”

Section: • the Impact Of Customer Satisfaction On Customer Loyaltysupporting

confidence: 92%

“…This claim was supported by Slenders (2011), who stated that ability, integrity, and benevolence must be in place for trust to exist. Therefore, Hypothesis (H 2 ): Benevolence is a mediator of the relationship between customer satisfaction and customer loyalty Hypothesis (H 3 ): Ability is a mediator of the relationship between customer satisfaction and customer loyalty Hypothesis (H 4 (2010); Ladhari and Leclerc (2013);and Chen (2012). Therefore, this study tests the importance of the three dimensions of trust --benevolence, ability, and integrity -in mediating the relationship between customer satisfaction and customer loyalty.…”

Section:  Integritymentioning

confidence: 97%

See 1 more Smart Citation

A Cross-Cultural Comparison of E-Banks Based on Multiple Mediations of Trust

Hediasri

Liaw

2017

CMR

View full text Add to dashboard Cite

This study tests the importance of the dimensions of trust. Benevolence, ability and integrity mediate the relationship between customer satisfaction and loyalty. This study compared users' behavior between Indonesia and Taiwan with data from 300 internet banking users from the four biggest banks of each country. Six hundred samples were analyzed using SPSS and SmartPLS 2.0 software for Partial Least Square (PLS) analysis. The major findings are as follows. Customer satisfaction has a positive direct effect on customer loyalty. Benevolence is the most important element of trust. In Indonesia, benevolence and ability mediate the relationship between customer satisfaction and customer loyalty. Integrity does not, because users of internet banking are aware of honesty and fulfillment of promises. In Taiwan, benevolence and integrity have mediate the relationship between customer satisfaction and customer loyalty but ability does not. The findings of this survey provide researchers and managers with valuable information on the importance of trust in the relationship between customer satisfaction and customer loyalty.

show abstract

Section: • the Impact Of Customer Satisfaction On Customer Loyaltysupporting

confidence: 92%

Section:  Integritymentioning

confidence: 97%

A Cross-Cultural Comparison of E-Banks Based on Multiple Mediations of Trust

Hediasri

Liaw

2017

CMR

View full text Add to dashboard Cite

show abstract

“…Many strategies have been proposed for differentiating websites from other sites. When the variables that increase e-loyalty are examined, it appears that one of these variables is e-trust (Oliveira et al, 2017;López-Miguens et al, 2017;Corbitt et al, 2003;Safa and Ismail, 2013;Nadeem et al, 2015;Ladhari and Leclerc, 2013;Forgas et al, 2012;Anderson and Srinivasan, 2003). E-trust is an important variable for e-commerce sites because consumers are shopping in a virtual environment.…”

Section: Discussionmentioning

confidence: 99%

Does The E-Loyalty Increase As The Consumer s Access To The Internet Increases An Empirical Study In Turkey

Büyükdağ

Kitapçı

2017

isarder

View full text Add to dashboard Cite

The purpose of the study is to investigate whether the level of the Internet experience has a moderating effect on the relationship between e-satisfaction and eloyalty. Because according to the literature, the moderator effect of internet usage level has not been investigated in terms of the relationship between e-satisfaction and eloyalty. Therefore, there is a gap in the literature and this study aims to fill it. Multivariate methods were applied in this study. The level of the Internet experience has been the moderator effect on the relationship between e-satisfaction and e-loyalty. Consumers with low the Internet experience were found to show more e-loyalty than those who had high the Internet experience. As the internet usage increases competition, it is suggested that e-commerce companies should be differentiated from other competitors through e-trust, branding of the web site, use of social media communication channels and participation in social responsibility projects.

show abstract

“…The identified research gaps are:  To perform longitudinal study for future research because it offers more accurate observation and provides high validity of research (Ahn et al, 2007;Cheng et al, 2006;Yang and Fang, 2004).  To extend the developed model and framework in prior studies at different online services and in various industries for a valid and reliable analysis (Barrera and Carrión, 2014;El-Gohary, 2012;Klaus, 2013;Ladhari and Leclerc, 2013).  To expand studies' sample size in a wider spectrum in order to ascertain the developed hypotheses (Laforet and Li, 2005;Lean et al, 2009;Sohail and Shanmugham, 2003).…”

Section: Research Gapsmentioning

confidence: 99%