Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context

• Po-Young Chu

  National Chiao Tung University

• Gin-Yuan Lee

  Ming Hsin University of Science and Technology

• Yu Chao

  Chung Hua University

In this study a research model was proposed to examine the relationships between service quality, customer satisfaction in, customer trust of, and loyalty to Taiwanese e-banks. Questionnaires were completed by 442 respondents who had experience with e-banking and data were analyzed using partial least squares structural equation modeling. It was found that e-banks must focus on service quality to increase customer satisfaction and trust and to obtain customer loyalty. Implications are discussed in relation to e-bank management.

1. Po-Young Chu, National Chiao Tung University
   Department of Management Science
2. Gin-Yuan Lee, Ming Hsin University of Science and Technology
   Department of International Business
3. Yu Chao, Chung Hua University
   Department of Business Administration

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