The Impacts of e-Service Quality and e-Customer Satisfaction on e-Customer Loyalty in Internet Banking

Mohd Shoki Md Ariff; Leong Ooi Yun; Norhayati Zakuan; and Khalid Ismail

doi:10.1166/asl.2014.5260

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JOURNAL ARTICLE

The Impacts of e-Service Quality and e-Customer Satisfaction on e-Customer Loyalty in Internet Banking

Mohd Shoki Md Ariff Leong Ooi Yun Norhayati Zakuan and Khalid Ismail

Year: 2013 Journal: Advanced Science Letters Vol: 20 (1)Pages: 285-289 Publisher: American Scientific Publishers

DOI: 10.1166/asl.2014.5260

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Keywords:

Business Service quality Customer satisfaction Loyalty business model Marketing Customer advocacy The Internet Loyalty Customer delight Customer retention Business administration Service (business) Computer science World Wide Web

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Cited By

2.00

FWCI (Field Weighted Citation Impact)

Refs

0.92

Citation Normalized Percentile

Is in top 1%

Is in top 10%

Citation History

Topics

Technology Adoption and User Behaviour

Social Sciences → Decision Sciences → Information Systems and Management

Technology and Data Analysis

Physical Sciences → Computer Science → Information Systems

The Impacts of e-Service Quality and e-Customer Satisfaction on e-Customer Loyalty in Internet Banking

Metrics

Citation History

Topics

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