Investigating the Determinants of e-Banking Loyalty for Large Business Customers: Two Empirical Models

Fragata, Anabela; Moustakas, Evangelos

doi:10.7763/joebm.2013.v1.44

Cited by 9 publications

(6 citation statements)

References 12 publications

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“…Regarding e-investors, PT is one of the variables that lead them to believe that online financial dealers can provide them with the services offered (Roca et al, 2009). Fragata and Moustakas (2013) stated that maintaining transaction trust is crucial for attracting and retaining bank customers. Likewise, Gefen et al (2003) stated that trust is expected to immediately affect the customers' intention to adopt mobile banking and could implicitly influence behavioural intention via enabling the role of performance expectancy.…”

Section: 34mentioning

confidence: 99%

Adoption of artificial intelligence in banking services: an empirical analysis

Rahman

Ming

Baigh

et al. 2021

IJOEM

107

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PurposeThis study aims to understand the importance and challenges of adopting artificial intelligence (AI) in the banking industry in Malaysia and examine the factors that are important in investigating consumers' intention to adopt AI in banking services.Design/methodology/approachThe qualitative research was carried out using in-depth interviews from officials in the baking industry to understand the importance and challenges of adopting AI in the banking industry. In the quantitative study, a total of 302 completed questionnaires were received from Malaysian banking customers. The data were analysed using the SmartPLS 3.0 software to identify the important predictors of their intention to adopt AI.FindingsThe qualitative results reveal that AI is an essential tool for fraud detection and risk prevention. The absence of regulatory requirements, data privacy and security, and lack of relevant skills and IT infrastructure are significant challenges of AI adoption. The quantitative results indicate that attitude towards AI, perceived usefulness, perceived risk, perceived trust, and subjective norms significantly influence intention to adopt AI in banking services while perceived ease of use and awareness do not. The results also show that attitude towards AI significantly mediates the relationship between perceived usefulness and intention to adopt AI in banking services.Practical implicationsFinancial technology (FinTech) is regarded as a critical determinant of strategic planning in the banking industry. While AI provides various disruptive opportunities in the FinTech space in terms of data collection, analysis, safeguarding and streamlining processes, it also poses a sea of threats to incumbent banks. This study provides vital insights for the policymakers of the banking industry to address the challenges of adopting AI in banking. It also provides the important predictors of the bank customers' intention to adopt AI in banking services. Policymakers can devise their strategies to enhance AI adoption considering the facts.Originality/valueThis study is amongst the pioneer in exploring the importance and potential challenges in implementing AI technology in banking services and identifying the essential factors influencing the intention to adopt AI in Malaysia's banking services.

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Section: 34mentioning

confidence: 99%

Adoption of artificial intelligence in banking services: an empirical analysis

Rahman

Ming

Baigh

et al. 2021

IJOEM

107

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“…It causes a real-time evaluation of services and products due to the reduction of restrictions such as physical restrictions, time, place (Kannan et al, 2002;Sathiyavany & Shivany, 2018). For this reason, banks need to provide quality e-banking services to build superior loyalty, so that it has an impact on increasing their profitability (Chowdhury et al, 2017;Fragata & Moustakas, 2013).…”

Section: Literature Review and Hypotheses Development Loyaltymentioning

confidence: 99%

The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking

Yusfiarto

2021

AJIM

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Purpose: This study generally aims to comprehensively examine the effect of mobile banking service quality on creating customer loyalty in Islamic banking. In particular, this research uses the E-S-Qual instrument to verify service quality in mobile banking and uses one mediation variable, namely e-customer satisfaction. Methodology: This study amounted to 273 Islamic banking customers. The total participants are divided into several categories such as; gender, occupation, domicile, and Islamic bank used. The data obtained were analyzed using the Structural Equation Modeling (SEM) approach. This study also uses a second-order perspective (reflective-reflective) SEM on the E-S-Qual variable (efficiency, fulfillment, system availability, and privacy), then the approach used refers to the repeated indicators. Findings: The higher mobile banking service quality has implications for customer loyalty, both attitude and behavior. It happens when the customer is satisfied with the quality of the system displayed. This satisfaction can be achieved if the dimensions of quality that are characteristic of the system can be presented by Islamic banking. Originality: This study underscores the dimensions of efficiency and system availability as keys to mobile banking service quality. Efficiency refers to how the ease, accessibility, and speed provided by the system can facilitate transactions and other functions. Furthermore, system availability refers to how the platforms function properly in relation to technical constraints that may arise, as well as attachment to functions that strengthen processes in the business of Islamic banking customers.

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“…Customers will be satisfied if they get good service and they also want to reuse the same service (Fragata and Moustakas, 2013).…”

Section: H 1 : Efficiency Is Significantly Associated With E-trustmentioning

confidence: 99%

An Examination of E-Loyalty for Online Purchase of Apparel among Y Generation

Jasrai*,

Narula

2019

IJRTE

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Now a day, the internet has become a suitable platform for the trade of products and services. The growth of internet users was 481 million in 2017 and will reach approx. 829 million by 2021. Emergence of online shopping make India like hot bed which inviting the retailers to sell their products online. The boom sub category of online shopping is apparel industry in India. It also reaches to 24% of total online users. Rapid growth of online shopping has led to inspire e-loyalty among online shoppers. In Today’s era young generation has become very active in shopping apparel online. Online fashion market is estimated to reach $12bn to $14bn by 2020. This study measured the four constructs including e service quality dimensions i.e. Privacy, Efficiency, Fulfilment, System Availability and e-trust, e-satisfaction as e-loyalty antecedents. Structural Equation Modelling technique used to establish the relationship between the construct taken for the study. Findings revealed that there are four dimensions of e service quality that have inconsistent influence on e-satisfaction and e-trust. Efficiency is not significantly associated with the e-trust and e-loyalty. Fulfilment is observed as most grounded indicator for e-satisfaction and etrust as well. Privacy is also the important driver to e-trust that leads to e-loyalty.

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Investigating the Determinants of e-Banking Loyalty for Large Business Customers: Two Empirical Models

Cited by 9 publications

References 12 publications

Adoption of artificial intelligence in banking services: an empirical analysis

Adoption of artificial intelligence in banking services: an empirical analysis

The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking

An Examination of E-Loyalty for Online Purchase of Apparel among Y Generation

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