Int. J. of Electronic Finance   »   2011 Vol.5, No.4

 

 

Title: Measuring e-statement quality impact on customer satisfaction and loyalty

 

Authors: Hussain Ali Bekhet; Basheer Abbas Al-alak

 

Addresses:
College of Graduate Studies, Universiti Tenaga Nasional (UNITEN), Selangor-Malaysia.
College of Graduate Studies, Universiti Tenaga Nasional (UNITEN), Selangor-Malaysia

 

Abstract: The purpose of this paper is to measure e-statement quality impact on customer satisfaction and loyalty, using a convenient sample from e-statement end-users in West Malaysia. Linear regression-stepwise technique was used to realise the objective of the study. Results show that customer satisfaction is significantly correlated with customer loyalty, implying that high customer satisfaction leads to a high level of customer loyalty. The paper clearly shows that the proper understanding of the true e-statement quality domains by bank management will enable the banking industry to design customer-oriented marketing strategies. The value of the study stems from the fact that it is the only paper of its kind that addresses this issue in Malaysia.

 

Keywords: e-statements; quality of services; QoS; quality domains; customer satisfaction; customer loyalty; marketing strategy; e-finance; Malaysia; bank management; banking; electronic finance; online statements; electronic statements.

 

DOI: 10.1504/IJEF.2011.043345

 

Int. J. of Electronic Finance, 2011 Vol.5, No.4, pp.299 - 315

 

Available online: 25 Oct 2011

 

 

Editors Full text accessAccess for SubscribersPurchase this articleComment on this article