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Investigating customer satisfaction, loyalty and web usability concerning the use of Word-of-Mouth as a means of referral among internet banking users in Malaysia

Investigating customer satisfaction, loyalty and web usability concerning the use of... 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 customer base. The results show that customer satisfaction and customer loyalty enhance WOM. However, the effect of web usability is not significant on WOM. Even though the results confirm the findings of earlier studies, they suggest that there is room for improvement. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Electronic Finance Inderscience Publishers

Investigating customer satisfaction, loyalty and web usability concerning the use of Word-of-Mouth as a means of referral among internet banking users in Malaysia

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd. All rights reserved
ISSN
1746-0069
eISSN
1746-0077
DOI
10.1504/IJEF.2011.043348
Publisher site
See Article on Publisher Site

Abstract

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 customer base. The results show that customer satisfaction and customer loyalty enhance WOM. However, the effect of web usability is not significant on WOM. Even though the results confirm the findings of earlier studies, they suggest that there is room for improvement.

Journal

International Journal of Electronic FinanceInderscience Publishers

Published: Jan 1, 2011

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