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

International Journal of Electronic Finance, 2011 Vol.5 No.4, pp.299 - 315

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 25 Oct 2011 *

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