Online Relationship Quality |
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e-Trust (Brun et al., 2014Brun, I., Rajaobelina, L., & Ricard, L. (2014). Online relationship quality: Scale development and initial testing. International. Journal of Bank Marketing, 32(1), 5-27. http://dx.doi.org/10.1108/IJBM-02-2013-0022. http://dx.doi.org/10.1108/IJBM-02-2013-0...
; Fang et al., 2016Fang, J., Shao, Y., & Wen, C. (2016). Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217. http://dx.doi.org/10.1016/j.ijinfomgt.2016.08.006. http://dx.doi.org/10.1016/j.ijinfomgt.20...
; Shin et al., 2013Shin, J. I., Chunga, K. H., Ohb, J. S., & Leec, C. W. (2013). The effect of site quality on repurchase intention in internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463. http://dx.doi.org/10.1016/j.ijinfomgt.2013.02.003. http://dx.doi.org/10.1016/j.ijinfomgt.20...
; Toufaily & Pons, 2017Toufaily, E., & Pons, F. (2017). Impact of customers’ assessment of website attributes on e-relationship in the securities brokerage industry: A multichannel perspective. Journal of Retailing and Consumer Services, 34 (2017), 58-69. http://dx.doi.org/10.1016/j.jretconser.2016.09.011. http://dx.doi.org/10.1016/j.jretconser.2...
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0.839 |
0.841 |
0.638 |
I trust the information that is provided in the online environment of this bank |
.78 |
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I trust the promises that the bank makes in the online environment |
.85 |
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I trust the e-services that the bank provides |
.77 |
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e-Commitment (Brun et al., 2014Brun, I., Rajaobelina, L., & Ricard, L. (2014). Online relationship quality: Scale development and initial testing. International. Journal of Bank Marketing, 32(1), 5-27. http://dx.doi.org/10.1108/IJBM-02-2013-0022. http://dx.doi.org/10.1108/IJBM-02-2013-0...
; Cater & Zabkar, 2009Cater, B., & Zabkar, V. (2009). Antecedents and consequences of commitment in marketing research services: The client’s perspective. Industrial Marketing Management, 38 (7), 785-797. http://doi.org/10.1016/j.indmarman.2007.10.004. http://doi.org/10.1016/j.indmarman.2007....
; Fang et al., 2016Fang, J., Shao, Y., & Wen, C. (2016). Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217. http://dx.doi.org/10.1016/j.ijinfomgt.2016.08.006. http://dx.doi.org/10.1016/j.ijinfomgt.20...
; Shin et al., 2013Shin, J. I., Chunga, K. H., Ohb, J. S., & Leec, C. W. (2013). The effect of site quality on repurchase intention in internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463. http://dx.doi.org/10.1016/j.ijinfomgt.2013.02.003. http://dx.doi.org/10.1016/j.ijinfomgt.20...
) |
0.753 |
0.844 |
0.590 |
I feel the e-services of this bank are a part of my life |
420 |
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I am dependent on the e-services of this bank to do my banking tasks |
.84 |
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Stopping using the e-services of this bank would be too difficult for me |
.90 |
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If I decided to stop using the e-services of this bank then managing my financial tasks would be difficult |
.82 |
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e-Satisfaction (Fang et al., 2016Fang, J., Shao, Y., & Wen, C. (2016). Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217. http://dx.doi.org/10.1016/j.ijinfomgt.2016.08.006. http://dx.doi.org/10.1016/j.ijinfomgt.20...
; Wang et al., 2016Wang, W. T., Wang, Y. S., & Liu, E. R. (2016). The stickiness intention of group-buying websites: The integration of the commitment-trust theory and e-commerce success model. Information & Management, 53(5), 625-642. http://dx.doi.org/10.1016/j.im.2016.01.006. http://dx.doi.org/10.1016/j.im.2016.01.0...
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0.854 |
0.859 |
0.671 |
I am satisfied doing my banking tasks through the e-services of this bank |
.76 |
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The e-services of this bank have fulfilled my expectations |
.88 |
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I am satisfied with my decision to use the e-services of this bank |
.82 |
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e-Loyalty (Alonso-Almeida et al., 2014Alonso-Almeida, M. D. M., Bernardo, M., Llach, J., & Marimon, F. (2014). Building loyalty through functional and hedonic quality. Industrial Management & Data Systems, 114(3), 387-404. http://dx.doi.org/10.1108/IMDS-06-2013-0278. http://dx.doi.org/10.1108/IMDS-06-2013-0...
; Amin, 2016Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306. http://dx.doi.org/10.1108/IJBM-10-2014-0139. http://dx.doi.org/10.1108/IJBM-10-2014-0...
; Bernardo et al., 2012Bernardo, M., Marimon, F., & Alonso-Almeida, M. D. M. (2012). Functional quality and hedonic quality: A study of the dimensions of e-service quality in online travel agencies, Information & Management, 49(7-8), 342-347. http://dx.doi.org/10.1016/j.im.2012.06.005. http://dx.doi.org/10.1016/j.im.2012.06.0...
; Toufaily & Pons, 2017Toufaily, E., & Pons, F. (2017). Impact of customers’ assessment of website attributes on e-relationship in the securities brokerage industry: A multichannel perspective. Journal of Retailing and Consumer Services, 34 (2017), 58-69. http://dx.doi.org/10.1016/j.jretconser.2016.09.011. http://dx.doi.org/10.1016/j.jretconser.2...
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0.895 |
0.896 |
0.633 |
I mention the positive options of the e-services of this bank to other people |
.70 |
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I prefer using the e-services of this bank to those of other banks |
.77 |
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I intend to use the e-services of this bank in the future |
.80 |
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I doubt I’ll change bank as long this one continues to provide its e-services |
.86 |
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When I need banking services the e-services of this bank are my first choices |
.84 |
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