Title: The impact of electronic service quality in creating customer value and loyalty

Authors: M. Sadiq Sohail, Nassar M. Shaikh

Addresses: Department of Management and Marketing, College of Industrial Management, King Fahd University of Petroleum and Minerals, P.O. Box 210,Dhahran 31261, Saudi Arabia. ' Prince Mohammed University, Al-Khobar 31952, Saudi Arabia

Abstract: While recent research has focused on the assessment and underlying dimensions of electronic service quality, few studies have focused on examining this relationship with customer loyalty and value. This paper examines the relationship between internet service quality and customer loyalty and value. Banks providing internet services in Saudi Arabia have been chosen for this study. Results based on a survey of internet-banking customers in Saudi Arabia reveal that all the five dimensions, namely, efficiency, system availability, fulfilment, privacy and responsiveness are significant determinants of loyalty to internet-banking users in Saudi Arabia. However, only three dimensions, namely, efficiency, fulfilment and privacy are significant determinants of value to internet-banking users in Saudi Arabia. Managerial implications of the findings are outlined and discussed.

Keywords: customer value; customer loyalty; service quality; internet banking; Saudi Arabia; e-services; electronic services; internet services; web services; online banking; e-banking; electronic banking; efficiency; fulfilment; privacy.

DOI: 10.1504/JGBA.2009.028702

Journal for Global Business Advancement, 2009 Vol.2 No.3, pp.221 - 236

Published online: 23 Sep 2009 *

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