Open AccessA Probe into the Role of Challenges, Satisfaction and Trust towards Loyalty in E-Banking Services
Author(s) -
S. Preetha,
S Iswarya,
G. Yuvarani
Publication year - 2019
Publication title -
international journal of recent technology and engineering
Language(s) - English
Resource type - Journals
ISSN - 2277-3878
DOI - 10.35940/ijrte.d7662.118419
Subject(s) - loyalty business model , customer satisfaction , loyalty , marketing , business , influencer marketing , customer retention , customer delight , customer advocacy , relationship marketing , psychology , service quality , service (business) , marketing management
Gaining customer loyalty is perplexing feature in ebanking services. The influencers of loyalty are identified as customer satisfaction, benefits, challenges and trust. Descriptive research design is followed Pearson’s correlation and linear regressions are used for analysing the relationship between the variable. The finding of the study, benefits the customer faces results in customer satisfaction and enriches loyalty. On the other hand, challenges a customer faces affects the level of satisfaction and reduces loyalty. Trust of the customer is found to have no substantial impact on loyalty.