THE IMPACT OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: ZANJAN PROVINCE MELLAT BANK)

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RANGRIZ HASSAN; KARAMI NASIR

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Paper Information

Journal: QUANTITATIVE RESEARCHES IN MANAGEMENT Year:2012 | Volume:3 | Issue:1 Page(s): 81-98

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Title

THE IMPACT OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: ZANJAN PROVINCE MELLAT BANK)

Author(s)

RANGRIZ HASSAN | KARAMI NASIR | Issue Writer Certificate

Keywords

E-COMMERCEQ2

E-BANKINGQ2

CUSTOMER LOYALTYQ2

WORD-OF-MOUTHQ1

STRUCTURAL EQUATION MODELINGQ1

Abstract

Today competitiveness in electronic commerce is continuously increasing. Due to this reason achieving to CUSTOMER LOYALTY and positive WORD-OF-MOUTH become two main goals of these commerce manager especially E-BANKING managers. The main purpose of present research is to investigate these two concepts in new conceptual framework. To achieve this aim, data were gathered through questionnaire form 388 internet banking users of Mellat bank’s in Zanjan province. Data analyses were done by confirmatory factor analysis and STRUCTURAL EQUATION MODELING in LISREL. Results show that website usability had positive and significant effect on customers’ satisfaction. Also results confirmed that internet banking customer’s satisfaction positively influenced customers’ loyalty and positive WORD-OF-MOUTH. Therefore to achieve more benefit, banks should focus its efforts on developing website ease-of-use and identifying online banking needs.

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APA: Copy

RANGRIZ, HASSAN, & KARAMI, NASIR. (2012). THE IMPACT OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: ZANJAN PROVINCE MELLAT BANK). QUANTITATIVE RESEARCHES IN MANAGEMENT, 3(1), 81-98. SID. https://sid.ir/paper/392865/en

Vancouver: Copy

RANGRIZ HASSAN, KARAMI NASIR. THE IMPACT OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: ZANJAN PROVINCE MELLAT BANK). QUANTITATIVE RESEARCHES IN MANAGEMENT[Internet]. 2012;3(1):81-98. Available from: https://sid.ir/paper/392865/en

IEEE: Copy

HASSAN RANGRIZ, and NASIR KARAMI, “THE IMPACT OF SATISFACTION AND WEBSITE USABILITY IN DEVELOPING CUSTOMER LOYALTY AND POSITIVE WORD-OF-MOUTH IN THE E-BANKING SERVICES (CASE STUDY: ZANJAN PROVINCE MELLAT BANK),” QUANTITATIVE RESEARCHES IN MANAGEMENT, vol. 3, no. 1, pp. 81–98, 2012, [Online]. Available: https://sid.ir/paper/392865/en

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