Measuring e-statement quality impact on customer satisfaction and loyalty
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...
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Inderscience Publishers
2023
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| _version_ | 1833350810350649344 |
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| author | Bekhet H.A. Al-Alak B.A. |
| author2 | 37100908800 |
| author_facet | 37100908800 Bekhet H.A. Al-Alak B.A. |
| author_sort | Bekhet H.A. |
| building | UNITEN Library |
| collection | Institutional Repository |
| content_provider | Universiti Tenaga Nasional |
| content_source | UNITEN Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | 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. Copyright � 2011 Inderscience Enterprises Ltd. |
| format | Article |
| id | my.uniten.dspace-29599 |
| institution | Universiti Tenaga Nasional |
| publishDate | 2023 |
| publisher | Inderscience Publishers |
| record_format | dspace |
| spelling | my.uniten.dspace-295992023-12-28T15:05:45Z Measuring e-statement quality impact on customer satisfaction and loyalty Bekhet H.A. Al-Alak B.A. 37100908800 15844888600 E-finance E-statement Malaysia Marketing strategy Quality domains Quality of services Satisfaction and loyalty 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. Copyright � 2011 Inderscience Enterprises Ltd. Final 2023-12-28T07:05:45Z 2023-12-28T07:05:45Z 2011 Article 10.1504/IJEF.2011.043345 2-s2.0-84906335458 https://www.scopus.com/inward/record.uri?eid=2-s2.0-84906335458&doi=10.1504%2fIJEF.2011.043345&partnerID=40&md5=eef0868b669aaa6961f8760c9f3ca322 https://irepository.uniten.edu.my/handle/123456789/29599 5 4 299 315 Inderscience Publishers Scopus |
| spellingShingle | E-finance E-statement Malaysia Marketing strategy Quality domains Quality of services Satisfaction and loyalty Bekhet H.A. Al-Alak B.A. Measuring e-statement quality impact on customer satisfaction and loyalty |
| title | Measuring e-statement quality impact on customer satisfaction and loyalty |
| title_full | Measuring e-statement quality impact on customer satisfaction and loyalty |
| title_fullStr | Measuring e-statement quality impact on customer satisfaction and loyalty |
| title_full_unstemmed | Measuring e-statement quality impact on customer satisfaction and loyalty |
| title_short | Measuring e-statement quality impact on customer satisfaction and loyalty |
| title_sort | measuring e-statement quality impact on customer satisfaction and loyalty |
| topic | E-finance E-statement Malaysia Marketing strategy Quality domains Quality of services Satisfaction and loyalty |
| url_provider | http://dspace.uniten.edu.my/ |