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The role of the quality of online banking services in the shaping of consumer loyalty. Proof with the use of classification trees

Lotko Aleksander, Korneta Paweł A.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2019

z. 134

121--133

The purpose of this paper was to prove the role of the quality of online banking services in the shaping of consumer loyalty. Data specifying (1) consumer characteristics, (2) type and manner of using services and (3) levels of partial service quality assessments were analysed. Empirical research was carried out on a sample of 384 consumers, and the results were processed by performing a multidimensional exploratory analysis with the use of classification trees and the CTree algorithm. As a result, it was proven that for the identified types of loyalty, both cognitive and active-conative loyalty, the only statistically important predictors of consumer loyalty are some indicators of partial service qualities (6 in the first model and 4 in the second model). In this way, the rank of the quality in shaping of consumer behaviours in a digital economy was empirically proven.