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Transactions: WSEAS TRANSACTIONS ON INFORMATION SCIENCE AND APPLICATIONS
Transactions ID Number: 42-329
Full Name: Yuh-Tyng Chen
Position: Lecturer
Age: ON
Sex: Female
Address: Department of Information Management, Tainan University of Technology, 529 Jhong-Jheng Road, Yung-Kang, Tainan 710
Country: TAIWAN
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E-mail address: t00137@mail.tut.edu.tw
Other E-mails: n4893117@yam.com
Title of the Paper: A study on the relationships among website quality, customer satisfaction and e-loyalty for internet banking
Authors as they appear in the Paper: Yuh-Tyng Chen
Email addresses of all the authors: t00137@mail.tut.edu.tw, n4893117@yam.com
Number of paper pages: 25
Abstract: Website quality has been verified to influence the electronic commerce, and there has been discussion about the effects of website quality on consumer behavior. Although satisfaction is expected to be antecedent to customer loyalty, few studies have systematically examined related to website quality. The purpose of this study was to develop a customer loyalty model. Based on the updated DeLone and McLean¡¦s IS success model and related literature, a comprehensive set of constructs and hypotheses were compiled with a methodology for testing them. A questionnaire was constructed and data were collected from 283 users of e-bank systems in Taiwan. The findings confirmed that customer loyalty was affected by website quality which includes system quality, information quality, and customer satisfaction, with information quality playing a stronger totally effective role in the relationship of website quality to customer loyalty.
Keywords: Website quality, Customer loyalty, DeLone & McLean¡¦s IS success model, e-bank, Customer satisfaction
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