Determinants of customer satisfaction and customer loyalty in e-banking: a case study of Thailand's selected commercial banks in Bangkok's Central Business Area

au.link.externalLink [Full Text] (http://www.assumptionjournal.au.edu/index.php/aumitjournal/article/view/3529/2145)
dc.contributor.author Bogati, Deepin
dc.contributor.author Rawin Vongurai
dc.date.accessioned 2017-03-28T06:06:17Z
dc.date.available 2017-03-28T06:06:17Z
dc.date.issued 2016
dc.description.abstract The primary purpose of this paper is to identify the determinants of the factors influencing customer satisfaction and customer loyalty in the e-banking of commercial banks of Thailand. A 33 item questionnaire was developed based on the literature review and tested for reliability and validity using Cronbach's alpha test. A total of 400 questionnaires were distributed to 204 e-banking banking preferring clients and 196 traditional banking preferring clients. The regression analysis suggested that core service quality, social benefits, confidence benefits and physical layout has statistical influence on customer satisfaction of commercial banks. Moreover, accessibility and special treatment benefits have statistical correlation with customer satisfaction. The findings also revealed that there was statistical difference in customer satisfaction and customer loyalty in e-banking and traditional banking preferring clients. In the intense competitive banking industry of Thailand, the identified results help the decision makers of the banks to improve the special parameters and get an edge against the competitive banks to satisfy and retain customers. en_US
dc.format.extent 24 pages en_US
dc.format.mimetype application/pdf en_US
dc.identifier.citation International Research E-Journal on Business and Economics 2, 2 (November 2016), 32-55 en_US
dc.identifier.uri https://repository.au.edu/handle/6623004553/19377
dc.language.iso eng en_US
dc.publisher Assumption University Press en_US
dc.rights This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner. en_US
dc.rights.holder Assumption University en_US
dc.subject Customer satisfaction en_US
dc.subject Customer loyalty en_US
dc.subject Traditional banking en_US
dc.subject E-banking banking en_US
dc.subject Thai Commercial Bank en_US
dc.subject.other International Research E-Journal on Business and Economics
dc.subject.other International Research E-Journal on Business and Economics -- 2016
dc.title Determinants of customer satisfaction and customer loyalty in e-banking: a case study of Thailand's selected commercial banks in Bangkok's Central Business Area en_US
dc.type Text en_US
mods.genre Journal Article en_US
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