Measuring e-statement quality impact on customer satisfaction and loyalty
by Hussain Ali Bekhet; Basheer Abbas Al-alak
International Journal of Electronic Finance (IJEF), Vol. 5, No. 4, 2011

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.

Online publication date: Tue, 25-Oct-2011

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