The Effect of e-Finance Service Quality on Bank Customers' Fintech e-Loyalty: Evidence from Ethiopia

Int. J. E Bus. Res. Pub Date : 2020-04-01 DOI:10.4018/ijebr.2020040105

Wondwossen Jerene, D. Sharma

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引用次数: 3

Abstract

Theexpansionofinformationcommunicationtechnology(ICT)significantlyinfluencesorganizations servicedeliveringculture.Thefinancialinstitutions,particularlythebankingindustryareoneofthe majorsectorsthatinvestslargeamountofcapitalforintroducingnewtechnologies.E-financeisone ofthetechnologychannelsthatbankersintroducedtotheircustomerstoaccessfinancialservices. Therefore,thisstudywasaimedtostudytheeffectofe-financeservicequalityonbankcustomers’ fintechloyaltyofusingthee-financeservicesinfuture.Primarydatawascollectedfrom412bank customersanditwasanalyzedusingthestructuralequationmodel(SEM)throughAMOS.Theresult revealedthatbothinnormaloperationsofe-financeserviceandrecoveryservices,thequalityof servicepositivelyinfluencesbankcustomers’satisfactionandtheire-loyalty. KEywoRdS Banking Technology, E-Finance, E-Loyalty, E-Service, Recovery Service

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电子金融服务质量对银行客户金融科技电子忠诚的影响:来自埃塞俄比亚的证据

Theexpansionofinformationcommunicationtechnology(ICT)significantlyinfluencesorganizations servicedeliveringculture。Thefinancialinstitutions，particularlythebankingindustryareoneofthe majorsectorsthatinvestslargeamountofcapitalforintroducingnewtechnologies。E-financeisone ofthetechnologychannelsthatbankersintroducedtotheircustomerstoaccessfinancialservices。因此，thisstudywasaimedtostudytheeffectofe-financeservicequalityonbankcustomers ' ' fintechloyaltyofusingthee-financeservicesinfuture。Primarydatawascollectedfrom412bank customersanditwasanalyzedusingthestructuralequationmodel(SEM)throughAMOS。Theresult revealedthatbothinnormaloperationsofe-financeserviceandrecoveryservices，thequalityof servicepositivelyinfluencesbankcustomers ' satisfactionandtheire-loyalty。关键词银行技术，电子金融，电子忠诚，电子服务，回收服务

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Int. J. E Bus. Res.

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