Title: Investigating customer satisfaction, loyalty and web usability concerning the use of Word-of-Mouth as a means of referral among internet banking users in Malaysia
Authors: Tan Hui Lee; Noor Ismawati Jaafar
Faculty of Business and Accountancy, Department of Operations and MIS, University of Malaya, 50603 Kuala Lumpur, Malaysia.
Faculty of Business and Accountancy, Department of Operations and MIS, University of Malaya, 50603 Kuala Lumpur, Malaysia
Abstract: In this paper, we present our findings to develop an understanding of the effect of website usability, customer satisfaction on loyalty and positive Word-of-Mouth (WOM) as a means of referral. A survey was conducted among 220 internet banking users in Malaysia who represented the main banking customer base. The results show that customer satisfaction and customer loyalty enhance WOM. However, the effect of web usability is not significant on WOM. Even though the results confirm the findings of earlier studies, they suggest that there is room for improvement.
Keywords: WOM; word-of-mouth; internet banking; e-finance; web usability; customer satisfaction; customer loyalty; e-banking; electronic banking; online banking; electronic finance; Malaysia.
Int. J. of Electronic Finance, 2011 Vol.5, No.4, pp.357 - 373
Available online: 25 Oct 2011