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 the present study is to examine the efficiency of alternative electronic communication channels employed by bank management to attract new customers and to satisfy the existing ones. Cornerstone of this paper is also the investigation of the impact of quality of online banking...

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...

The purpose of this study is to develop a measurement instrument for customer satisfaction with internet banking (IBCS). A web survey was used with the subjects being internet banking users of Taiwanese banks. A total of 226 valid questionnaires were obtained with an 85% response rate. For the...