Document Type
Article
Publication Date
2022
Publication Title
International Journal of E-Services and Mobile Applications
DOI
10.4018/IJESMA.296576
Abstract
This study uses a novel theoretical approach that combines two multidimensional service quality models that focus on customer satisfaction, perceived value, and customer loyalty as outcomes of service quality in the context of mobile banking. Additionally, the study assesses the potential moderating effects of switching costs between mobile banking service quality and customer loyalty. The study found a strong direct effect between service quality, perceived value, customer satisfaction, and loyalty. The moderating effect of switching costs was found to be inconsequential to customer loyalty. The study demonstrates that financial institutions should focus on building and maintaining functional, secure mobile banking applications to enhance customer loyalty and retention.
Recommended Citation
Bui, Nhuong, Zach Moore, Hayden Wimmer, Long Pham.
2022.
"Predicting Customer Loyalty in the Mobile Banking Setting: An Integrated Approach."
International Journal of E-Services and Mobile Applications, 14 (1): IGI Global.
doi: 10.4018/IJESMA.296576
https://digitalcommons.georgiasouthern.edu/information-tech-facpubs/160
Copyright
Copyright 2022, IGI Global - All Rights Reserved
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Comments
Georgia Southern University faculty member, Hayden Wimmer co-authored Predicting Customer Loyalty in the Mobile Banking Setting: An Integrated Approach.