کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
4937109 1434619 2017 15 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
An integral model of e-loyalty from the consumer's perspective
ترجمه فارسی عنوان
یک مدل جامع از الگوی وفاداری از دیدگاه مصرف کننده
کلمات کلیدی
وفاداری الکترونیکی، رضایت الکترونیکی، اعتماد الکترونیکی، سوئیچینگ موانع، کیفیت وب سایت، بانکداری اینترنتی،
موضوعات مرتبط
مهندسی و علوم پایه مهندسی کامپیوتر نرم افزارهای علوم کامپیوتر
چکیده انگلیسی
The purpose of this study is to develop a model which explains how the loyalty of individual users of online banking is formed. In order to do this, first, the variables that contribute to the e-loyalty have been identified and subsequently have been validated, considering their reflective or formative character. The literature review leads us to consider the customers' e-satisfaction and e-trust, the switching barriers and the perceived quality of the website as main antecedents of the e-loyalty. Then, a model has been estimated using structural equation modeling (SEM). Results show that e-satisfaction, e-trust and switching barriers have a direct effect on e-loyalty. Also, e-trust creates e-loyalty with e-satisfaction as a mediator; and quality of the website creates e-loyalty mediated by e-satisfaction and/or e-trust. The developed model helps improve the understanding of the creation of loyalty from an individual in a virtual context.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Computers in Human Behavior - Volume 72, July 2017, Pages 397-411
نویسندگان
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