In this paper, we present our findings to develop an understanding of the effect of website usability, customer satisfaction on loyalty and positive Word-of-Mouth (WOM) as a means of referral. A survey was conducted among 220 internet banking users in Malaysia who represented the main banking...

The purpose of this paper is to measure e-statement quality impact on customer satisfaction and loyalty, using a convenient sample from e-statement end-users in West Malaysia. Linear regression-stepwise technique was used to realise the objective of the study. Results show that customer...

This study aims to examine how the quality of service alternatives influences Internet Banking (IB)customers' behaviours. Although the newly developed IB is a fast-growing channel, the traditional brick-and mortar face-to-face banking services are still pervasive. Therefore, it is important to...

In this paper, we have analysed the antecedents of affective commitment to a website, due to the fact that commitment is a key factor in order to maintain a long-term relationship between the consumer and the business in the online context. In terms of affective commitment, we have found a...

This study considers the coherence of the financial service sector and adopts different observational variables to identify innovation capital (training and R&D density) and process capital (IT system sufficiency). The results show that human capital has a direct impact on both innovation...

This study aims to examine how the quality of service alternatives influences Internet Banking (IB)customers' behaviours. Although the newly developed IB is a fast-growing channel, the traditional brick-and mortar face-to-face banking services are still pervasive. Therefore, it is important to...

Self-Service Banking (SSB) is one instance of the Self-Service Technologies (SSTs) in e-banking. This study examines consumer satisfaction and the long-term usage intention of SSB. In the proposed model, four dimensions of Technology Readiness (TR) (including optimism, innovativeness, discomfort...