Rodyti trumpą aprašą

dc.contributor.authorEsmaeili, Ahmad
dc.contributor.authorHaghgoo, Iman
dc.contributor.authorDavidavičienė, Vida
dc.contributor.authorMeidutė-Kavaliauskienė, Ieva
dc.date.accessioned2023-09-18T20:39:00Z
dc.date.available2023-09-18T20:39:00Z
dc.date.issued2021
dc.identifier.issn1392-2785
dc.identifier.urihttps://etalpykla.vilniustech.lt/handle/123456789/151599
dc.description.abstractInformation and communications technologies promote change in the service sector, and the banking sector is not an exception. Finding what factors impact consumer satisfaction with service and lead to loyalty is invariably important for business. However, it is important to begin with evaluating the aspects that are specific to the market and service. The purpose of this study was to investigate the factors affecting customer loyalty in Mobile Banking. Following the model designed by the researchers, consideration was given to mediator variables of satisfaction, trust, and customer service to examine how factors such as perceived risk, relative advantages, and usability affect customer loyalty. In this study, customers of an Iranian bank (Shahr Bank) based in the city of Tehran constituted the statistical population. The descriptive survey method was used on a sample that was selected through a cluster-convenience method and included 411 Shahr Bank's customers resident in the east, west, north, south, and centre of the city of Tehran. Structural Equation Modelling (SEM) test and the LISREL 8.8 software were used to analyse the data and to determine what role each factor plays on loyalty. The results showed that such factors as relative advantages, satisfaction, and trust have the most significant impact on customer loyalty. However, the effect of usability on customer service was not confirmed. Furthermore, it was identified that perceived risk has a negative impact on loyalty.eng
dc.formatPDF
dc.format.extentp. 70-81
dc.format.mediumtekstas / txt
dc.language.isoeng
dc.relation.isreferencedbySocial Sciences Citation Index (Web of Science)
dc.relation.isreferencedbyScopus
dc.relation.isreferencedbyDOAJ
dc.relation.isreferencedbyVINITI
dc.relation.isreferencedbyCEEOL – Central and Eastern European Online Library
dc.relation.isreferencedbyIBSS
dc.source.urihttps://doi.org/10.5755/j01.ee.32.1.25286
dc.subjectN900 - Verslas ir vadyba / Business and administrative studies
dc.titleCustomer loyalty in mobile banking: evaluation of perceived risk, relative advantages, and usability factors
dc.typeStraipsnis Web of Science DB / Article in Web of Science DB
dcterms.accessRightsThis article is an Open Access article distributed under the terms and conditions of the Creative Commons Attribution 4.0 (CC BY 4.0) license (http://creativecommons.org/licenses/by/4.0/).
dcterms.licenseCreative Commons – Attribution – 4.0 International
dcterms.references59
dc.type.pubtypeS1 - Straipsnis Web of Science DB / Web of Science DB article
dc.contributor.institutionAllameh Tabataba'i University
dc.contributor.institutionVilniaus Gedimino technikos universitetas
dc.contributor.facultyVerslo vadybos fakultetas / Faculty of Business Management
dc.subject.researchfieldS 003 - Vadyba / Management
dc.subject.researchfieldS 004 - Ekonomika / Economics
dc.subject.studydirectionL05 - Rinkodara / Marketing
dc.subject.vgtuprioritizedfieldsEV01 - Šiuolaikinių organizacijų plėtros vadyba / Management of Contemporary Organizations Development
dc.subject.ltspecializationsL103 - Įtrauki ir kūrybinga visuomenė / Inclusive and creative society
dc.subject.enelectronic banking
dc.subject.ene-banking
dc.subject.enmobile banking
dc.subject.entechnology acceptance
dc.subject.enloyalty
dcterms.sourcetitleInžinerinė ekonomika = Engineering economics
dc.description.issueno. 1
dc.description.volumevol. 32
dc.publisher.nameKauno technologijos universitetas
dc.publisher.cityKaunas
dc.identifier.doi000623983600007
dc.identifier.doi10.5755/j01.ee.32.1.25286
dc.identifier.elaba85609288


Šio įrašo failai

FailaiDydisFormatasPeržiūra

Su šiuo įrašu susijusių failų nėra.

Šis įrašas yra šioje (-se) kolekcijoje (-ose)

Rodyti trumpą aprašą