Title: Measuring e-statement quality impact on customer satisfaction and loyalty
Authors: Hussain Ali Bekhet; Basheer Abbas Al-alak
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.
Int. J. of Electronic Finance, 2011 Vol.5, No.4, pp.299 - 315
Available online: 25 Oct 2011