CINXE.COM
What Keeps The E-Banking Customer Loyal? A Multigroup Analysis Of The Moderating Role Of Consumer Characteristics On E-Loyalty In The Financial Service Industry | JECR
<!DOCTYPE html> <!--[if lt IE 7]><html class="lt-ie9 lt-ie8 lt-ie7" lang="en" dir="ltr"><![endif]--> <!--[if IE 7]><html class="lt-ie9 lt-ie8" lang="en" dir="ltr"><![endif]--> <!--[if IE 8]><html class="lt-ie9" lang="en" dir="ltr"><![endif]--> <!--[if gt IE 8]><!--><html lang="en" dir="ltr" prefix="content: http://purl.org/rss/1.0/modules/content/ dc: http://purl.org/dc/terms/ foaf: http://xmlns.com/foaf/0.1/ og: http://ogp.me/ns# rdfs: http://www.w3.org/2000/01/rdf-schema# sioc: http://rdfs.org/sioc/ns# sioct: http://rdfs.org/sioc/types# skos: http://www.w3.org/2004/02/skos/core# xsd: http://www.w3.org/2001/XMLSchema#"><!--<![endif]--> <head> <meta charset="utf-8" /> <link rel="shortlink" href="/node/182" /> <link rel="shortcut icon" href="http://www.jecr.org/sites/default/files/jecr1.png" type="image/png" /> <meta name="Generator" content="Drupal 7 (http://drupal.org)" /> <link rel="canonical" href="/node/182" /> <meta name="viewport" content="width=device-width, initial-scale=1" /> <meta name="MobileOptimized" content="width" /> <meta name="HandheldFriendly" content="true" /> <meta name="apple-mobile-web-app-capable" content="yes" /> <title>What Keeps The E-Banking Customer Loyal? A Multigroup Analysis Of The Moderating Role Of Consumer Characteristics On E-Loyalty In The Financial Service Industry | JECR</title> <link type="text/css" rel="stylesheet" href="http://www.jecr.org/sites/default/files/css/css_xE-rWrJf-fncB6ztZfd2huxqgxu4WO-qwma6Xer30m4.css" media="all" /> <link type="text/css" rel="stylesheet" href="http://www.jecr.org/sites/default/files/css/css_zWfPetBrjxwjs6Iur4IGyOU5Li5P2UPXpPjft7fFsiw.css" media="all" /> <link type="text/css" rel="stylesheet" href="http://www.jecr.org/sites/default/files/css/css_NCOSdpoQnWWQHVcfG2o2skDLf8YSjSAlOAadPoELzbo.css" media="all" /> <link type="text/css" rel="stylesheet" href="http://www.jecr.org/sites/default/files/css/css_rP5iJ-BWw4FVpOe_fVdjUyvLTPm1N_h8l6xOGKgf73Y.css" media="screen" /> <link type="text/css" rel="stylesheet" href="http://www.jecr.org/sites/default/files/css/css_2hOhwqkcRWUuoTla0laJekkxX5a0kNf-0qk1-8uzZxc.css" media="all" /> <link type="text/css" rel="stylesheet" href="http://www.jecr.org/sites/default/files/css/css_EIWyJd0AmBacbp_RAQ_4VskCUlIxuO7oQf0h5eGex0Q.css" media="only screen" /> <link type="text/css" rel="stylesheet" href="http://www.jecr.org/sites/default/files/css/css_ZKrMUWhuaFc7Vexxs5GRFWAh__LGVptVAUg6S9Hb7YM.css" media="screen" /> <link type="text/css" rel="stylesheet" href="http://www.jecr.org/sites/default/files/css/css_uLsZMthPWJ7_voc5i7IDWJBwfEOV9wF0Oy_6qfSsGTQ.css" media="only screen" /> <!--[if lt IE 8]> <link type="text/css" rel="stylesheet" href="http://www.jecr.org/sites/default/files/css/css_reur1-RX9x2uqDVEJYGn_wdONfl7b1-HQiSiY8o5w3U.css" media="screen" /> <![endif]--> <script type="text/javascript" src="http://www.jecr.org/sites/default/files/js/js_vDrW3Ry_4gtSYaLsh77lWhWjIC6ml2QNkcfvfP5CVFs.js"></script> <script type="text/javascript" src="http://www.jecr.org/sites/default/files/js/js_rsGiM5M1ffe6EhN-RnhM5f3pDyJ8ZAPFJNKpfjtepLk.js"></script> <script type="text/javascript"> <!--//--><![CDATA[//><!-- (function(i,s,o,g,r,a,m){i["GoogleAnalyticsObject"]=r;i[r]=i[r]||function(){(i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o),m=s.getElementsByTagName(o)[0];a.async=1;a.src=g;m.parentNode.insertBefore(a,m)})(window,document,"script","https://www.google-analytics.com/analytics.js","ga");ga("create", "UA-43753609-1", {"cookieDomain":"auto"});ga("set", "anonymizeIp", true);ga("send", "pageview"); //--><!]]> </script> <script type="text/javascript" src="http://www.jecr.org/sites/default/files/js/js_5SeRppnTUG5JK0xq6jQat7fI3rPPKEvJoTAwe4F7di0.js"></script> <script type="text/javascript" src="http://www.jecr.org/sites/default/files/js/js_qVMe0tHcj0QXxVcgwVWF-ICJww-Fjk2Kcl7DCEuwVZk.js"></script> <script type="text/javascript"> <!--//--><![CDATA[//><!-- jQuery.extend(Drupal.settings, {"basePath":"\/","pathPrefix":"","ajaxPageState":{"theme":"pixture_reloaded","theme_token":"8gZYk7xFLmuOTuedcPUAaArlnhICyEVaou_VwIrfT8c","js":{"misc\/jquery.js":1,"misc\/jquery.once.js":1,"misc\/drupal.js":1,"sites\/all\/modules\/google_analytics\/googleanalytics.js":1,"0":1,"sites\/all\/modules\/form_save\/form_save.js":1,"sites\/all\/themes\/adaptivetheme\/adaptivetheme\/at_core\/scripts\/scalefix.js":1,"sites\/all\/themes\/adaptivetheme\/adaptivetheme\/at_core\/scripts\/onmediaquery.js":1},"css":{"modules\/system\/system.base.css":1,"modules\/system\/system.menus.css":1,"modules\/system\/system.messages.css":1,"modules\/system\/system.theme.css":1,"modules\/comment\/comment.css":1,"sites\/all\/modules\/date\/date_api\/date.css":1,"sites\/all\/modules\/date\/date_popup\/themes\/datepicker.1.7.css":1,"modules\/field\/theme\/field.css":1,"modules\/node\/node.css":1,"modules\/search\/search.css":1,"modules\/user\/user.css":1,"sites\/all\/modules\/views\/css\/views.css":1,"sites\/all\/modules\/ctools\/css\/ctools.css":1,"sites\/all\/modules\/panels\/css\/panels.css":1,"sites\/all\/themes\/adaptivetheme\/adaptivetheme\/at_core\/css\/at.settings.style.headings.css":1,"sites\/all\/themes\/adaptivetheme\/adaptivetheme\/at_core\/css\/at.settings.style.image.css":1,"sites\/all\/themes\/adaptivetheme\/adaptivetheme\/at_core\/css\/at.layout.css":1,"sites\/all\/themes\/pixture_reloaded\/color\/colors.css":1,"sites\/all\/themes\/pixture_reloaded\/css\/pixture_reloaded.css":1,"sites\/all\/themes\/pixture_reloaded\/css\/pixture_reloaded.settings.style.css":1,"public:\/\/adaptivetheme\/pixture_reloaded_files\/pixture_reloaded.responsive.layout.css":1,"public:\/\/adaptivetheme\/pixture_reloaded_files\/pixture_reloaded.fonts.css":1,"public:\/\/adaptivetheme\/pixture_reloaded_files\/pixture_reloaded.responsive.styles.css":1,"public:\/\/adaptivetheme\/pixture_reloaded_files\/pixture_reloaded.lt-ie8.layout.css":1}},"googleanalytics":{"trackOutbound":1,"trackMailto":1,"trackDownload":1,"trackDownloadExtensions":"7z|aac|arc|arj|asf|asx|avi|bin|csv|doc(x|m)?|dot(x|m)?|exe|flv|gif|gz|gzip|hqx|jar|jpe?g|js|mp(2|3|4|e?g)|mov(ie)?|msi|msp|pdf|phps|png|ppt(x|m)?|pot(x|m)?|pps(x|m)?|ppam|sld(x|m)?|thmx|qtm?|ra(m|r)?|sea|sit|tar|tgz|torrent|txt|wav|wma|wmv|wpd|xls(x|m|b)?|xlt(x|m)|xlam|xml|z|zip"},"form_save":{"enabled":true},"urlIsAjaxTrusted":{"\/search\/node":true},"adaptivetheme":{"pixture_reloaded":{"layout_settings":{"bigscreen":"three-col-grail","tablet_landscape":"three-col-grail","tablet_portrait":"one-col-vert"},"media_query_settings":{"bigscreen":"only screen and (min-width:1025px)","tablet_landscape":"only screen and (min-width:769px) and (max-width:1024px)","tablet_portrait":"only screen and (min-width:481px) and (max-width:768px)"}}}}); //--><!]]> </script> <!--[if lt IE 9]> <script src="http://www.jecr.org/sites/all/themes/adaptivetheme/adaptivetheme/at_core/scripts/html5.js?siooia"></script> <script src="http://www.jecr.org/sites/all/themes/adaptivetheme/adaptivetheme/at_core/scripts/respond.js?siooia"></script> <![endif]--> </head> <body class="html not-front not-logged-in no-sidebars page-node page-node- page-node-182 node-type-paper atr-7.x-3.x atv-7.x-3.1 site-name-jecr section-node color-scheme-custom pixture-reloaded bs-n bb-h mb-fa mbp-l rc-0"> <div id="skip-link" class="nocontent"> <a href="#main-content" class="element-invisible element-focusable">Skip to main content</a> </div> <div class="texture-overlay"> <div id="page" class="container page snc-n snw-n sna-l sns-n ssc-n ssw-n ssa-l sss-n btc-n btw-b bta-l bts-n ntc-n ntw-b nta-l nts-n ctc-n ctw-b cta-l cts-n ptc-n ptw-b pta-l pts-n"> <header id="header" class="clearfix" role="banner"> <div class="header-inner clearfix"> <!-- start: Branding --> <div id="branding" class="branding-elements clearfix"> <!-- start: Site name and Slogan hgroup --> <div class="h-group" id="name-and-slogan"> <h1 id="site-name"><a href="/" title="Home page">JECR</a></h1> <p id="site-slogan">Journal of Electronic Commerce Research</p> </div><!-- /end #name-and-slogan --> </div><!-- /end #branding --> </div> </header> <!-- /header --> <div id="menu-bar" class="nav clearfix"><nav id="block-system-main-menu" class="block block-system block-menu menu-wrapper menu-bar-wrapper clearfix odd first last block-count-1 block-region-menu-bar block-main-menu" role="navigation"> <h2 class="element-invisible block-title">Main menu</h2> <ul class="menu clearfix"><li class="first leaf menu-depth-1 menu-item-218"><a href="/">Home</a></li><li class="leaf menu-depth-1 menu-item-1309"><a href="/node/721">Current Issue</a></li><li class="leaf menu-depth-1 menu-item-433"><a href="/previous-issue" title="">Previous Issue</a></li><li class="leaf menu-depth-1 menu-item-434"><a href="/special" title="">Special Issue</a></li><li class="last leaf menu-depth-1 menu-item-735"><a href="/node/324">Submission</a></li></ul> </nav></div> <!-- Messages and Help --> <!-- Breadcrumbs --> <!-- Three column 3x33 Gpanel --> <div id="columns"> <div class="columns-inner clearfix"> <div id="content-column"> <div class="content-inner"> <section id="main-content" role="main"> <header id="main-content-header" class="clearfix"> <h1 id="page-title">What Keeps The E-Banking Customer Loyal? A Multigroup Analysis Of The Moderating Role Of Consumer Characteristics On E-Loyalty In The Financial Service Industry</h1> </header> <div id="content"> <div id="block-system-main" class="block block-system no-title odd first last block-count-2 block-region-content block-main" > <article id="node-182" class="node node-paper node-promoted article odd node-full ia-n clearfix" about="/node/182" typeof="sioc:Item foaf:Document" role="article"> <div class="node-content"> <section class="field field-name-field-paper-auth field-type-text field-label-inline clearfix view-mode-full"><h2 class="field-label">Author: </h2><div class="field-items"><div class="field-item even">Arne Floh</div><div class="field-item odd">Horst Treiblmaier</div></div></section><section class="field field-name-field-paper-abstract field-type-text-long field-label-above view-mode-full"><h2 class="field-label">Abstract: </h2><div class="field-items"><div class="field-item even">At first sight the Internet is the ideal medium for carrying out banking activities due to its cost savings potential and speed of information transmission. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. At the same time, the question of how to foster customer loyalty arises when the relationship between the bank and the user becomes a virtual one. This paper investigates the importance of antecedents of online loyalty such as trust, quality of the Web site, quality of the service and overall satisfaction. Rather than investigating which factors drive customers to use online banking instead of offline banking, this paper addresses the problem of how to keep customers online and loyal to a specific supplier. A survey among more than 2,000 customers of an Austrian online bank was conducted and a structural equation modeling approach was used to gain important insights into how customer retention in the online banking business can be ensured. Satisfaction and trust were identified as important antecedents of loyalty. Additionally, the moderating role of consumer characteristics (gender, age, involvement, perceived risk and technophobia) was supported by the data. </div></div></section><section class="field field-name-field-paper-key-word field-type-taxonomy-term-reference field-label-inline clearfix view-mode-full"><h2 class="field-label">Key Word: </h2><ul class="field-items"><li class="field-item even"><a href="/taxonomy/term/313" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">loyalty</a></li><li class="field-item odd"><a href="/taxonomy/term/473" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">E-banking</a></li><li class="field-item even"><a href="/taxonomy/term/164" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">structural equation modeling</a></li><li class="field-item odd"><a href="/taxonomy/term/477" typeof="skos:Concept" property="rdfs:label skos:prefLabel" datatype="">Multigroup Analysis</a></li></ul></section><section class="field field-name-field-issue-published-date field-type-datetime field-label-inline clearfix view-mode-full"><h2 class="field-label">Published Date: </h2><div class="field-items"><div class="field-item even"><span class="date-display-single" property="dc:date" datatype="xsd:dateTime" content="2006-05-01T00:00:00+08:00">May, 2006</span></div></div></section><section class="field field-name-field-paper-full-file field-type-file field-label-above view-mode-full"><h2 class="field-label">Full File: </h2><div class="field-items"><div class="field-item even"><span class="file"><img class="file-icon" alt="PDF icon" title="application/pdf" src="/modules/file/icons/application-pdf.png" /> <a href="http://www.jecr.org/sites/default/files/07_2_p04.pdf" type="application/pdf; length=182604" title="07_2_p04.pdf">What Keeps The E-Banking Customer Loyal? A Multigroup Analysis Of The Moderating Role Of Consumer Characteristics On E-Loyalty I</a></span></div></div></section> </div> <span property="dc:title" content="What Keeps The E-Banking Customer Loyal? A Multigroup Analysis Of The Moderating Role Of Consumer Characteristics On E-Loyalty In The Financial Service Industry" class="rdf-meta element-hidden"></span></article> </div> </div> <!-- Feed icons (RSS, Atom icons etc --> </section> <!-- /main-content --> </div> </div> <!-- /content-column --> </div> </div> <!-- /columns --> <!-- four-4x25 Gpanel --> <footer id="footer" class="clearfix" role="contentinfo"> <div id="footer-inner" class="clearfix"> <div class="region region-footer"><div class="region-inner clearfix"><div id="block-block-2" class="block block-block no-title odd first last block-count-3 block-region-footer block-2" ><div class="block-inner clearfix"> <div class="block-content content"><p class="rtecenter">JOURNAL OF ELECTRONIC COMMERCE RESEARCH</p> <p class="rtecenter">College of Business  -  California State University Long Beach </p> <p class="rtecenter">1250 Bellflower Blvd, Long Beach, CA 90840</p> <br> <p class="rtecenter">Hosted & Printed by College of Commerce, National Chengchi University</p> <p class="rtecenter">64, Sec. 2, ZhiNan Rd., Taipei, Taiwan 11605</p> </div> </div></div></div></div> <p class="attribute-creator"><small class="attribution">Premium Drupal Theme by <a href="http://adaptivethemes.com">Adaptivethemes.com</a></small></p> </div> </footer> </div> <!-- /page --> </div> <!-- /texture overlay --> </body> </html>