Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users
Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users
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客户社交能力重要吗？
DOI：
10.1108/jsm-02-2013-0036
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发表时间：
2014
影响因子：
3.9
通讯作者：
M. Al
中科院分区：
文献类型：
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作者：
M. Al
目的-本研究的目的是调查电子质量，电子满意度和电子忠诚度之间的关系，并测试这些关系如何在阿联酋银行业的不同客户社交水平上变化。设计/方法/途径——研究了客户社交性在电子质量、电子满意度和电子忠诚度之间关系中的相对重要性。开发了一份自我管理的问卷，并从245名银行客户的最终样本中收集了数据。采用AMOS18对研究的概念模型和四个假设进行了检验。发现-电子品质影响电子满意度，进而影响顾客的电子忠诚度。这项研究的结果证实，如果网上银行用户是一个内向的人（较少社交），而不是外向的人（非常社交），那么电子质量、电子满意度和电子忠诚度之间的关系会更强。实际意义-本研究展示了银行经理如何利用其客户的社交水平来管理…
Purpose – The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty and test how these relationships vary across different levels of customer sociability in the UAE banking industry. Design/methodology/approach – The relative importance of customer sociability in the relationships between e-quality, e-satisfaction and e-loyalty was examined. A self-administered questionnaire was developed, and data were collected from a final sample of 245 bank customers. The study’s conceptual model and four hypotheses were tested using AMOS18. Findings – E-quality influences e-satisfaction, which, in turn, affects customer e-loyalty. This study’s findings confirm that the relationships between e-quality, e-satisfaction and e-loyalty are stronger if the online banking user is an introvert (less social) rather than an extravert (very social). Practical implications – This study demonstrates how bank managers could use the sociability level of their customers to manage th...
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DOI：
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发表时间：
2014
期刊：
影响因子：
--
作者：
澤邉紀生;澤邉紀生;澤邉紀生;澤邉紀生;関口智・伊集守直・木村佳弘;関口智;関口智・木村佳弘・伊集守直;木村佳弘;木村佳弘;伊集守直;関口智・木村佳弘・伊集守直;Shigeru Matumoto(ed);川上智子・木村憲洋;Tomoko Kawakami
通讯作者：
Tomoko Kawakami