dc.contributor.author | Marimon, Frederic | |
dc.contributor.author | Petnji Yaya, Luc Honore | |
dc.contributor.author | Casadesus, Marti | |
dc.date.accessioned | 2019-07-05T09:42:08Z | |
dc.date.available | 2019-07-05T09:42:08Z | |
dc.date.issued | 2012-01-18 | |
dc.identifier.citation | Marimon Viadiu, Frederic; Petnji Yaya, Luc Honore; Casadesús, Martí. «Impact of e-quality and service recovery on loyalty: a study of e-banking in Spain». Total Quality Management & Business Excellence, 2012, vol. 23, núm. 7-8, p. 769-787. Disponible en: <https://www.tandfonline.com/doi/abs/10.1080/14783363.2011.637795>. Fecha de acceso: 05 jul. 2019. https://doi.org/10.1080/14783363.2011.637795 | ca |
dc.identifier.issn | 1478-3363 | ca |
dc.identifier.uri | http://hdl.handle.net/20.500.12328/1125 | |
dc.description | This is an Accepted Manuscript of an article published by Taylor & Francis in Total Quality Management & Business Excellence on 18/01/2012, available online: http://www.tandfonline.com/doi/abs/10.1080/14783363.2011.637795. | ca |
dc.description.abstract | The purposes of this study are twofold: (i) to propose and apply scales to measure service quality and service recovery in the setting of electronic banking (e-banking) services; and (ii) to examine the impact of electronic service quality (e-quality) and service recovery (e-recovery) on loyalty (e-loyalty) in the setting of e-banking services. An online questionnaire is used to survey 428 Spanish customers of e-banking services (123 of whom have reported a service failure) using modified versions of the E-S-QUAL and E-RecS-QUAL scales. The data are analysed by exploratory factor analysis to: (i) test the applicability of the scales to the setting of online banking services: and (ii) generate and test a model of e-quality, e-recovery, and e-loyalty using structural equation modelling. Three of the four dimensions of the original E-S-QUAL scale and two of the three dimensions of the original E-RecS-QUAL scale are confirmed in the setting of e-banking services. The study reassures managers of online banks that modified versions of the E-S-QUAL and E-RecS-QUAL scales are appropriate instruments for measuring e-quality and e-recovery. The study also provides empirical evidence that efficiency of a website and responsiveness to complaints have a positive influence on e-loyalty. The study is the first to provide definitive empirical evidence (in the context of e-banking) of the presumed link between: (i) the e-quality and e-recovery dimensions proposed in the E-S-QUAL and E-RecS-QUAL scales; and (ii) the construct of loyalty. | ca |
dc.format.extent | 39 | ca |
dc.language.iso | eng | ca |
dc.publisher | Taylor & Francis | ca |
dc.relation.ispartof | Total Quality Management & Business Excellence | ca |
dc.relation.ispartofseries | 23;7-8 | |
dc.rights | http://creativecommons.org/licenses/by-nc-nd/4.0/ | ca |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 International | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject.other | Quality control | ca |
dc.subject.other | Control de calidad | ca |
dc.subject.other | Control de qualitat | ca |
dc.subject.other | Customer loyalty | ca |
dc.subject.other | Fidelización del cliente | ca |
dc.subject.other | Fidelitat a una marca | ca |
dc.subject.other | E-S-QUAL | ca |
dc.subject.other | E-RecS-QUAL | ca |
dc.title | Impact of e-quality and service recovery on loyalty: a study of e-banking in Spain | ca |
dc.type | info:eu-repo/semantics/article | ca |
dc.description.version | info:eu-repo/semantics/acceptedVersion | ca |
dc.embargo.terms | 18 mesos | ca |
dc.subject.udc | 33 | ca |
dc.identifier.doi | https://doi.org/10.1080/14783363.2011.637795 | ca |