Design and explain the factors affecting customer loyalty in online banking
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2013, Vol 4, Issue 9
Abstract
In E-banking, attracting and keeping customers is a difficult and challenging problem for commercial organizations. Therefore,banks and financial institutions strive to recognize factors which can attract customers and make them loyalty. The aim of this study is to identify variables related to customer loyalty in E-banking.The associated variables with Customer loyalty in e-banking are examined in the study.This study considers a conceptual model that is determinant of Customer loyalty in e-banking.To test the hypotheses,aquestionnaireof 32 questions designed that is valued 0 to 100 and distraibutedamong the population(Tejart bank),the total 320 patients of the main branches of clients who have had experience using the online system.The method used in this research is descriptive survey.The path analysis method was used to testthehypotheses, and the AMOS softwareis used for statistical analysis of data.The results of the study show the significant impact of variables on Customer loyalty,however,theTrust and Service Quality has had the greatest impact on loyalty among them.
Authors and Affiliations
BaharehMoradiAliabadi *| Department of Management , Kermanshah Branch,Islamic azad university,Kermanshah,Iran. Farshidnamamian@yahoo.com, Babakjamshidinavid| Department of Accounting, Kermanshah Branch,Islamic azad university,Kermanshah,Iran., Farshidnamamian| Department of Management , Kermanshah Branch,Islamic azad university,Kermanshah,Iran.
Keywords
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