Can we build customer loyalty without personnel service?
碩士 === 國立臺北大學 === 企業管理學系 === 104 === Purpose – The purpose of this study is to identity E-service quality, emotions and satisfaction determinants of customer loyalty towards mobile banking, including interrelationships, and to understand the process by which the affective commitment antecedents infl...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2016
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| Online Access: | http://ndltd.ncl.edu.tw/handle/30856307396326058916 |
| Summary: | 碩士 === 國立臺北大學 === 企業管理學系 === 104 === Purpose – The purpose of this study is to identity E-service quality, emotions and satisfaction determinants of customer loyalty towards mobile banking, including interrelationships, and to understand the process by which the affective commitment antecedents influence customer loyalty.
Design/methodology/approach – An online survey was conducted to gather data from mobile banking users. Data were analyzed using regression analysis.
Findings – Results indicate electronic service quality impact customer loyalty through affective variables like emotions, satisfaction and affective
commitment. Results also indicate that mobile banking providers who intend to build long term relationships with their customers will benefit by investing in emotional factors along with cognitive factors.
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