The Effects of Technology Acceptance Factors on Customer E-loyalty and E-satisfaction in Malaysia
نویسندگان
چکیده
The rapid growth of Internet shopping has led to increasing interest in how to inspire customer e-loyalty and e-satisfaction in Malaysia. By using TAM and TRA as the theoretical base, this study aims to investigate the impact of perceived usefulness, perceived ease of use and perceived enjoyment on customer e-loyalty and e-satisfaction. SPSS and SmartPLS (M3) are used as the main analytical tool. 395 respondents participated in the study and empirical results indicated that perceived usefulness and perceived ease of use positively impacted customer e-loyalty and e-satisfaction. Several implications, limitations of the study, and recommendations for future research are outlined.
منابع مشابه
Factors influencing satisfaction and loyalty in online shopping: an integrated model
Purpose – Taking into consideration external (technology acceptance factors, website service quality) as well as internal (specific holdup cost) factors, this paper aims to explore how internet customer satisfaction and loyalty can be associated with each other and how they are affected by these dynamics. Design/methodology/approach – This study adopts structural equation modelling (SEM) as the...
متن کاملA Model of E-Loyalty and Word-Of-Mouth based on e-trust in E-banking services (Case Study: Mellat Bank)
Customers extend robust trust to a business when they believe the business puts their interests first. Good experience of banking services and recommendations of other customers can increase trust. Loyalty and Word of mouth (WOM) is accepted as key factors successes of marketing. This paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement ...
متن کاملبررسی تأثیر عوامل پذیرش بانکداری الکترونیکی بر تبلیغات دهانبهدهان با تأکید بر نقش واسطهگری رضایت و وفاداری مشتریان (موردمطالعه: شعب بانک اقتصاد نوین شهرستان شیراز)
Banking has always been known as a specific informational activity, especially in recent decades that information technology has strongly influenced the electronic banking (e-banking) industry. The appearance of e-banking services extendedly changes the base of financial services offered to customers. By providing this service, banks can significantly save costs, and reduce the number of branch...
متن کاملA Model for E-banking Trust In Iran’s Banking Industry
One of the crucial factors affecting success of e-banking services is customer’s trust. Acquiring customer trust depends on different variables that an e-banking struggles to control. This research aims to explain and clarify the inter-relationships and the interaction effects among customer’s online trust and other relevant factors such as satisfaction and loyalty in e-banking. We developed a ...
متن کاملThe Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: An Empirical Study through SERVPERF
This study examines the impact of service quality on customer satisfaction and Loyalty in Indian Banking sector by applying SERVPERF scale. A total of 50 customers of State bank of India, Mohan Nagar Township branch of Salem District in Tamilnadu were interviewed on convenient basis for the above purpose. Tools like Exploratory factor analysis. Inter-Correlation, Analysis of variance, Multiple...
متن کامل