The contest determinant of delight and disappointment: a case study of online banking
Publication date
2013-05-07ISSN
1478-3363
Abstract
Purpose: This study considers perceived online service quality and online service recovery as antecedents to online satisfaction for the purposes of investigating which factor has the most significant impact on online customer satisfaction and loyalty.
Design/methodology/approach: An online questionnaire method approach was used to survey 428 customers of online banking (123 of whom reported a service failure). Exploratory factor analyses, oblique rotation and varimax rotation were used to assess scale validity. The hypotheses were tested using structural equation modeling based on partial least square (PLS) and bootstrapping analysis.
Results: Perceived service quality and service recovery have direct/indirect effects on customer loyalty through customer satisfaction. The mediating role of satisfaction was also confirmed. Rather than service recovery, e-quality is the most important predictor of customer satisfaction and loyalty
Management implication: Antecedents such as online service quality, service recovery and satisfaction can be used to forecast customer loyalty in e-banking. However it is more important to increase customer satisfaction, which requires placing an external focus on developing what will “go right” in the first place by enhancing online perceived service quality, instead of preventing dissatisfaction through recovery, which is an internal focus on fixing what has “gone wrong”
Original value: This study is the first to provide important insights into both the direct and indirect impacts of e-service quality and e-service recovery on building relationships characterized by customer satisfaction and loyalty. As well as providing definitive evidence in terms of the various sub-dimensions of service quality and service recovery.
Document Type
Article
Document version
Accepted version
Language
English
Subject (CDU)
33 - Economics. Economic science
Keywords
Customer loyalty
Fidelitat a una marca
Fidelización del cliente
Quality control
Control de calidad
Control de qualitat
Consumidors--Satisfacció
Consumer satisfaction
Consumidores--Satisfacción
Pages
23
Publisher
Taylor & Francis
Collection
24; 11-12
Is part of
Total Quality Management & Business Excellence
Citation
Petnji Yaya, Luc Honore; Marimon Viadiu, Frederic; Casadesús, Martí. «The contest determinant of delight and disappointment: a case study of online banking». Total Quality Management & Business Excellence, 2013, vol. 24, núm. 11-12, p. 1376-1389. Disponible en: <https://www.tandfonline.com/doi/abs/10.1080/14783363.2013.776767>. Fecha de acceso: 08 jul. 2019. https://doi.org/10.1080/14783363.2013.776767
Note
“This is an Accepted Manuscript of an article published by Taylor & Francis in Total Quality Management & Business Excellence on 07/05/2013, available online: http://www.tandfonline.com/doi/abs/10.1080/14783363.2013.776767.
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Rights
http://creativecommons.org/licenses/by-nc-nd/4.0/
Except where otherwise noted, this item's license is described as http://creativecommons.org/licenses/by-nc-nd/4.0/