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

Addresses: 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.

DOI: 10.1504/IJEF.2011.043348

International Journal of Electronic Finance, 2011 Vol.5 No.4, pp.357 - 373

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 25 Oct 2011 *

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