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dc.contributor.authorMarimon, Frederic
dc.contributor.authorPetnji Yaya, Luc Honore
dc.contributor.authorCasadesus, Marti
dc.date.accessioned2019-07-05T09:42:08Z
dc.date.available2019-07-05T09:42:08Z
dc.date.issued2012-01-18
dc.identifier.citationMarimon 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/10.1080/14783363.2011.637795ca
dc.identifier.issn1478-3363ca
dc.identifier.urihttp://hdl.handle.net/20.500.12328/1125
dc.descriptionThis 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.abstractThe 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.extent39ca
dc.language.isoengca
dc.publisherTaylor & Francisca
dc.relation.ispartofTotal Quality Management & Business Excellenceca
dc.relation.ispartofseries23;7-8
dc.rightshttp://creativecommons.org/licenses/by-nc-nd/4.0/ca
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subject.otherQuality controlca
dc.subject.otherControl de calidadca
dc.subject.otherControl de qualitatca
dc.subject.otherCustomer loyaltyca
dc.subject.otherFidelización del clienteca
dc.subject.otherFidelitat a una marcaca
dc.subject.otherE-S-QUALca
dc.subject.otherE-RecS-QUALca
dc.titleImpact of e-quality and service recovery on loyalty: a study of e-banking in Spainca
dc.typeinfo:eu-repo/semantics/articleca
dc.description.versioninfo:eu-repo/semantics/acceptedVersionca
dc.embargo.terms18 mesosca
dc.subject.udc33ca
dc.identifier.doihttps://doi.org/10.1080/14783363.2011.637795ca


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