新兴市场中电子服务质量维度对零售银行客户信任和忠诚度的差异影响

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2023-01-02 DOI:10.1080/15332969.2022.2161811

Ateeque Shaikh, Shubhomoy Banerjee, Baljeet Singh

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引用次数: 0

摘要

摘要本研究的目的是评估电子服务质量维度（网站设计效率、实现、安全/隐私和系统可用性）对新兴市场印度零售银行客户信任和忠诚度的差异影响。该研究使用调查问卷收集了印度351名零售银行客户的数据，以测试假设的关系。采用IBMAMOS软件的结构方程建模技术。研究结果表明，履行和安全/隐私会影响信任，而网站设计效率、安全/隐私和系统可用性会影响忠诚度。此外，在印度零售银行业的背景下，信任对忠诚度有积极影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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The Differential Impact of e-Service Quality’s Dimensions on Trust and Loyalty of Retail Bank Customers in an Emerging Market

Abstract The purpose of this study is to evaluate the differential impact of the dimensions of e-service quality (website design efficiency, fulfillment, security/privacy, and system availability) on trust and loyalty of retail bank customers in India, an emerging market. The study uses a survey questionniare to collect data from 351 retail banking customers in India to test the hypothesized relationships. Structural equation modeling technique using IBM AMOS software is used. Findings suggest that fulfillment and security/privacy influence trust while website design efficiency, security/privacy, and system availability influence loyalty. Further, trust positively influences loyalty in the context of retail banking in India.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.