The impact of e-service quality on customer satisfaction and loyalty in mobile banking usage : case study of Thailand

Puriwat, W.; Tripopsakul, S.

doi:10.17512/pjms.2017.15.2.17

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Tytuł artykułu

The impact of e-service quality on customer satisfaction and loyalty in mobile banking usage : case study of Thailand

Autorzy

Puriwat W. , Tripopsakul S.

Treść / Zawartość

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DOI

10.17512/pjms.2017.15.2.17

Warianty tytułu

Wpływ jakości e-usług na satysfakcję i lojalność klienta w korzystaniu z bankowości mobilnej : studium przypadku Tajlandii

Języki publikacji

Abstrakty

The purpose of this study is to investigate the influence of e service quality toward customer satisfaction and customer loyalty in mobile banking services. At present, mobile technology increasingly plays more important roles in daily life. Mobile banking (M-banking) has a noticeably growth rate in accordance to the growing number of mobile device users. Commercial banks compete to develop their mobile banking application to be more efficient, convenient, user friendly, and secure for customers. This study includes 432 samples of Thai mobile banking users in 2015, and SEM is used to investigate the impact of e service quality on customer satisfaction and loyalty. The finding showed that overall e service quality significantly affects customer satisfaction and loyalty. Trust, reliability, and responsiveness are the first, second, and third important dimensions to explain e service quality. This study provides insights to researchers, practitioners and managers on the significance of electronic service quality for customer satisfaction and loyalty. Furthermore, each dimension of electronic service quality differently influence to a mobile banking strategic implementation.

Celem niniejszego artykułu jest zbadanie wpływu jakości usług elektronicznych na satysfakcję i lojalność klienta w usługach bankowości mobilnej. Obecnie technologia mobilna odgrywa coraz ważniejszą rolę w życiu codziennym. Rynek bankowości mobilnej (m-banking) charakteryzuje się zauważalnym tempem wzrostu w związku z rosnącą liczbą użytkowników urządzeń mobilnych. Banki komercyjne konkurują w rozwijaniu swoich aplikacji bankowości mobilnej, aby były bardziej wydajne, wygodne, przyjazne i bezpieczne dla klientów. Niniejsze studium przeprowadzono w roku 2015 i objęło ono 432 użytkowników bankowości mobilnej w Tajlandii. Do zbadania wpływu jakości e-usług na satysfakcję i lojalność klienta użyto SEM. Wyniki wykazały, że ogólna jakość elektronicznych usług znacząco wpływa na zadowolenie i lojalność klienta. Trzema ważnymi wymiarami, które wyjaśniają jakość e-usług są: zaufanie, niezawodność i elastyczność. Niniejsze opracowanie dostarcza dla badaczy, praktyków i menedżerów wiedzy odnośnie znaczenia jakości obsługi elektronicznej dla zadowolenia i lojalności klienta. Ponadto, każdy wymiar jakości świadczenia usług elektronicznych w różny sposób wpływa na strategiczną implementację bankowości mobilnej.

Słowa kluczowe

e service quality customer satisfaction customer loyalty mobile banking Thailand

jakość e-usług satysfakcja klienta lojalność klienta bankowość mobilna Tajlandia

Wydawca

Czestochowa University of Technology

Czasopismo

Polish Journal of Management Studies

Rocznik

2017

Tom

Vol. 15, No. 2

Strony

183--193

Opis fizyczny

Bibliogr. 36 poz., rys., tab.

Twórcy

autor

Puriwat W.

Wilert@cbs.chula.ac.th

Chulalongkorn Business School, Chulalongkorn University

autor

Tripopsakul S.

Suchart.t@bu.ac.th

School of Entrepreneurship and Management, Bangkok University, Thailand

Bibliografia

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Internet sources:
36. Thailand’s Telecom Market end of 2015, Retrieved from http://www.slideshare.net/yozzo1/thailands-telecom-market-end-of-2015

Uwagi

Opracowanie rekordu w ramach umowy 509/P-DUN/2018 ze środków MNiSW przeznaczonych na działalność upowszechniającą naukę (2018).

Typ dokumentu

Bibliografia

Identyfikator YADDA

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