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

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au.link.externalLink[Full Text] (http://www.assumptionjournal.au.edu/index.php/aumitjournal/article/view/3529/2145)
dc.contributor.authorBogati, Deepin
dc.contributor.authorRawin Vongurai
dc.date.accessioned2017-03-28T06:06:17Z
dc.date.available2017-03-28T06:06:17Z
dc.date.issued2016
dc.description.abstractThe 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.extent24 pagesen_US
dc.format.mimetypeapplication/pdfen_US
dc.identifier.citationInternational Research E-Journal on Business and Economics 2, 2 (November 2016), 32-55en_US
dc.identifier.urihttps://repository.au.edu/handle/6623004553/19377
dc.language.isoengen_US
dc.publisherAssumption University Pressen_US
dc.rightsThis 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.holderAssumption Universityen_US
dc.subjectCustomer satisfactionen_US
dc.subjectCustomer loyaltyen_US
dc.subjectTraditional bankingen_US
dc.subjectE-banking bankingen_US
dc.subjectThai Commercial Banken_US
dc.subject.otherInternational Research E-Journal on Business and Economics
dc.subject.otherInternational Research E-Journal on Business and Economics -- 2016
dc.titleDeterminants of customer satisfaction and customer loyalty in e-banking: a case study of Thailand's selected commercial banks in Bangkok's Central Business Areaen_US
dc.typeTexten_US
mods.genreJournal Articleen_US
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International Research E-Journal on Business and Economics : Volume 2 Issue 2 (November 2016)