Classification model and e-loyalty implications for online services

Salegna, Gary J.

doi:10.1108/ijqss-12-2016-0084

Cited by 8 publications

(9 citation statements)

References 28 publications

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“…Having said that, additional effort was invested to review the marketing research literature representing the work of other researchers who studied other factors that affect the adoption of internet banking services. Such factors are related to propensity of technology adoption (Danyali, 2018; Chiu et al , 2017; Magotra et al , 2015; Ratchford and Barnhart, 2012), customers’ value for personalization and privacy (Wang et al , 2017; Alhouti et al , 2016; Sreejesh et al , 2016; Chellappa and Sin, 2005), customers’ trust (Chiu et al , 2017; Kaabachi et al , 2017; Estrella-Ramon et al , 2016), customers loyalty to internet services (Salegna, 2018; Amin, 2016; Falkenreck and Wagner, 2013; Kassim and Abdullah, 2008) and the technology leadership (Wittkop et al , 2018; Xu et al , 2014). The following section discusses these factors in details.…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

“…The concept of e-loyalty in online customer shopping experience (mediated by technology) is an extension of the traditional brand loyalty (Salegna, 2018; Falkenreck and Wagner, 2013; Mithas et al , 2006; Corstjens and Lal, 2000; Schultz, 2000; Reichheld and Schefter, 2000). E-loyalty is defined as the “intention to revisit a website” (Amin, 2016; Gommans et al , 2001; Corstjens and Lal, 2000).…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

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Factors affecting Palestinian customers’ use of online banking services

Salem

Baidoun

Walsh

2019

IJBM

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Purpose The purpose of this paper is to examine factors that affect Palestinian customers’ use of online banking services. Design/methodology/approach An empirical study was conducted using a questionnaire in order to test the hypotheses. The questionnaire was distributed to 500 respondents selected by the participating banks. A total of 369 complete questionnaires were returned. The study’s independent variables include technology adoption propensity, customers’ value for online personalization, customers’ privacy concern, e-trust, technological leadership and loyalty. Palestinian customers’ usage of online banking services is the dependent variable. Findings The results of the model tested clearly suggest that the use of online banking services is influenced, respectively, by the technological leadership, e-trust, e-loyalty, customers’ value for online personalization, customers’ concern for privacy and propensity of technology adoption. Finally, this paper suggests that policy makers should develop a prioritized hierarchy of actions in developing the effective use of bank’s online services, based on the t- and p-values of the latter mentioned factors. Research limitations/implications One limitation of the study is relying on self-reported cross-sectional data collection, rather than longitudinal surveying. Despite such limitation, the study provides the Palestinian banking sector with recommendations to promote online banking services based on the empirically identified factors affecting such service adoption. Practical implications Palestinian banks should promote the adoption of online banking services by supporting personalization of services, privacy and trust. Customers should always be informed that their bank is among the first banks to introduce the latest state-of-the-art online services. Technology innovative and diverse online services should be offered by banks to attract customers. Originality/value Although numerous research studies have studied the factors affecting customers in using electronic and online banking services, few studies have considered such usage in the developing countries, such as Arab countries in general and Palestine in particular. This is the first study to examine the factors affecting the adoption of online banking services in Palestine. This study provides empirical evidence to fill in the gap by providing a deeper understanding of the factors affecting the usage of online banking services in the country. The findings of this study can help decision makers in the Palestinian banks to develop practical plans that might accelerate and expand the adoption of online banking emphasizing personalized and trusted services offered with high level of security and privacy.

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Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

Factors affecting Palestinian customers’ use of online banking services

Salem

Baidoun

Walsh

2019

IJBM

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“…In line with the emergence of needs and desires, then within the customer also appear expectations regarding the goods and services that he will receive from the producer. The company's goal is to provide satisfaction to consumers through the products offered, products that have more value will also provide more satisfaction for consumers (Salegna, 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

The effect of usability on satisfaction and its impact on loyalty of BRI mobile users in Bandar Lampung

Nurhanifa¹,

Sari²,

Ambarwati³

2022

AJEBM

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Internet-based business applications are a manifestation of the path of information technology development that is utilized by financial institutions, especially banking institutions through mobile banking applications. One of the banks that utilize internet technology in serving its customers is PT Bank Rakyat Indonesia (Persero) Tbk. With BRImo is a mobile application that is used by customers and is quite well known by the people of Indonesia, especially in the city of Bandar Lampung, Indonesia. It is necessary to create usability in the BRImo application so that users can feel satisfied with using the BRImo application and continue to be loyal to making BRImo a mobile banking application that is used daily. This study examines the effect of usability to satisfaction and loyalty. Collecting data using a questionnaire and taking a sample of 100 respondents using a purposive sampling technique. Through descriptive statistical analysis tests, outer models, inner models, and hypothesis testing, the data were examined regressively using SmartPLS. The results show that usability has a positive impact on satisfaction and loyalty respectively and there is an indirect effect between usability and loyalty which is mediated by satisfaction. The limitations of this study are the lack of independent variables and the area which only includes the city of Bandar Lampung so further research is expected to be able to add independent variables that allow and conduct research in other areas.

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“…However, it should be mentioned here that new online services are constantly becoming a matter of course, for which these aspects are also relevant. These include, for example, banking services (Rehncrona, 2018; Zhang et al , 2018) and health services (Eberle et al , 2018) related to the general design of online services (Salegna, 2018).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Influence of privacy and communication factors on online behavior

Brusch

2020

IJQSS

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Purpose The purpose of this paper is to answer the question how important are privacy and communication and self-expression needs in social networks on the internet, especially in the case of uploading photos. Therefore, the existing privacy calculus model of Dinev and Hart (2006) will be enlarged with new constructs and checked for validation. Design/methodology/approach For the application and verification of the proposed research model, an online survey was carried out. Within the data analysis phase, several methods, for example, exploratory factor analysis and confirmatory factor analysis, have been integrated, and the most important measures (e.g. Cronbach’s alpha and fit indices) have been calculated. This allows the existence of the requirements for important quality criteria for measurement models, for example, reliability, convergent validity, discriminant validity and model fit, to be checked. Findings The results confirm the fit of the proposed research model. The needs of all quality criteria are fulfilled. This indicates that the proposed research model helps to investigate the influence of privacy and communication factors on online behavior. In addition, the results show that the willingness to provide images on the internet is highly influenced by communication and self-presentation needs and the internet trust also has an influence on the willingness to provide images on the internet. Originality/value This paper is the first, to the best of the authors’ knowledge, which considers privacy concerns and communication needs when analyzing the behavior of users of social network services, exemplarily for the case of uploading photos. This will give the growing research field of online services a new tool to properly take these important factors into account.

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Classification model and e-loyalty implications for online services

Cited by 8 publications

References 28 publications

Factors affecting Palestinian customers’ use of online banking services

Factors affecting Palestinian customers’ use of online banking services

The effect of usability on satisfaction and its impact on loyalty of BRI mobile users in Bandar Lampung

Influence of privacy and communication factors on online behavior

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