Journal of Advances in Economics and Finance
Customer Loyalty towards Internet Banking in Nigeria
Download PDF (279.8 KB) PP. 149 - 159 Pub. Date: August 1, 2017
Author(s)
- I.O. Aishatu
Department of Economics1, Faculty of Economics and Management Universiti Putra Malaysia, 43400 Serdang, Malaysia - G.C. Lim*
Department of Business Administration2, Faculty of Management, Universiti Teknologi Malaysia, 81310 Skudai Johor, Malaysia
Abstract
Keywords
References
[1] E.E., Ibrahim. “Customer perception of electronic service delivery in the UK retail banking sector”. International Journal of Banking Marketing, vol. 24, no. 7, pp. 475-493. 2006.
[2] S.S. Srinivasan, R. Anderson, and K. Ponnavolu. Customer loyalty in e- commerce: An exploration of its antecedents and consequences. Journal or Retailing, vol. 78, no. 1, pp. 41-50. 2002.
[3] F.F. Reichheld and P. Schefter. “E-loyalty: your secret weapon on the web”. Harvard Business Review, vol. 78, pp. 105-133. 2000.
[4] C.K. Ayo, J.O. Adewoye, and A.A. Oni. “The State of e-Banking Implementation in Nigeria: A Post-Consolidation Review”. Journal of Emerging Trends in Economics and Management Sciences, vol. 1, no. 1, pp. 37-45. 2010.
[5] M.E. Auta. “E-banking in Developing Economy: Empirical Evidence from Nigeria”. Journal of Applied uantitative Methods, vol. 5, no. 2. 2010.
[6] R.O. Salawu and M.K. Salawu. “The emergence of internet banking in Nigeria: An appraisal”, Information Technology Journal, vol. 6, no. 4, pp.490-496. 2007.
[7] O.S. Oyewole, M. Abba, J.G. El-maude, and I.A. Arikpo. “E-banking and Bank Performance: Evidence from Nigeria”. International Journal of Scientific Engineering and Technology, vol. 2, no. 8, pp. 766-771. 2013.
[8] S. A. Ojeka, and O.A. Ikpefan. “Electronic Commerce, Automation and Online Banking in Nigeria: Challenges and Benefits”. Available: http://www.iiuedu.eu/press/journals/sds/SDS_2011/BME_Article5.pdf. 2011.
[9] S.A. Aminu. “Empirical investigation of the effect of relationship marketing on Banks’ customer loyalty in Nigeria”. Interdisciplinary Journal of contemporary Research in Business, vol. 4, no. 6. 2012.
[10] M. A. Al-Agaga and M. N. Khalil. “Factors that influence E-loyalty of Internet banking users”. International journal of electronic commerce studies, vol. 3, no. 2, pp. 297- 304. 2012.
[11] E.Toufaily, L. Ricard, and J. Perrien. “Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and the proposal of an integrative model”. Journal of Business Research, doi: 10.1016/j.jbusres.2012.05.011. 2012.
[12] F.F. Reichheld, R.G. Markey Jr and C. Hopton. “E-Customer Loyalty – Applying the Traditional Rules of Business for Online Success”. European Business Journal, vol. 12, no. 4, pp. 173-179. 2000.
[13] A. Bryant and B. Colledge. “Trust in the Electronic Commerce BusinessRelationship”. Journal of Electronic commerce research, vol. 3, no. 2, pp. 32-39. 2002.
[14] B. Lewis and M. Soureli. “The antecedent of customer loyalty in retail Banking”, Journal of consumer behaviour vol.5, no. 1, pp. 15-31. 2006.
[15] R.C. Mayer, J.H. Davis, and F.D. Schoorman. “An integrative model of organizational trust”. Academy of Management review, vol. 20, pp. 709-734. 1995.
[16] R. Amit and C. Zott. “Value creation in e-business”. Strategic Management Journal, vol. 22, no. 6/7, pp. 493-520.2001.
[17] D. Ribbink, A.C.R. Van Reil, and V. Liljander. “Comfort your onlinecustomers: quality, trust and loyalty on the internet”. Management Services Quality, vol. 14, no. 6, pp. 446-456. 2004.
[18] N. Ndibusi. “Relationship Marketing and Customer loyalty”. Marketing Intelligence and planning, vol. 25, no. 1, pp.98-106. 2007.
[19] D. H. McKnight and N. L. Chevany. “What trust means in E-commerce customer relationship: an interdisciplinary conceptual typology”. International journal of electronic commerce vol. 2, pp. 35-59. 2002.
[20] M.K.O. Lee and E. Turban. “A trust model for consumer internet shopping”. International Journal of electronic commerce, vol. 6, pp. 75-91. 2001.
[21] Y. Pan, S. Sheng, and F.T. Xie. “Antecedents of Customer Loyalty: An Empirical Synthesis and Re-examination”. Journal of retailing and consumer services, vol. 19, pp. 150-158. 2012.
[22] L. Yuan-shun. “A model of customer e-loyalty in online banking”. Economics bulletin, vol. 29, no. 2, pp. 892-903. 2009.
[23] A. Floh and H. Treiblmaier. “What keeps the e-banking customer loyal? A multigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry”. Journal of Electronic Commerce Research, vol. 7, no. 2, pp. 97-110. 2006.
[24] S. Devaraj, M. Fan, and R. Kohli. “Antecedents of B2C Channel Satisfaction And Preference: Validating E-Commerce Metrics”. Information Systems Research, vol. 13, no. 3, pp. 316-333. 2002.
[25] A. Beerli, J. Martin, and A. Quintana. “A model of customer loyalty in the Retail banking market”. European Journal of marketing, vol. 38, no 1/2, pp. 253-275. 2004.
[26] A. Bhattacherjee. “Understanding information system continuance: An Expectation-confirmation model”. MIS Quarterly, vol. 25, no. 3, pp. 351-370. 2001.
[27] R. E. Anderson and S. S. Srinivasan. “E-Satisfaction and E-Royalty: A Contingency framework”. Psychology and Marketing 20(2): pp. 123-138. 2003.
[28] T. Brain. “Four rules of customer satisfaction and building customer loyalty. Business success”. Available: http://www.briantracy.com/blog/business-success/four-rules-customer-satisfaction-customer-loyalty. 2012.
[29] M.I. Eid. “Determinant of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia”. Journal of Electronic commerce Research, vol. 12, no. 1, pp. 78-93. 2011.
[30] H. Lin and Y. Wang. “An examination of the determinant of customer loyaltyin mobile commerce context”. Journal of information and management vol. 43, pp. 271-282. 2006.
[31] N. Nguyen and G. Leblanc. “Corporate image and corporate reputation in customers' retention decisions in services”. Journal of Retailing and Consumer services, vol. 8, no. 4, pp. 227-236. 2001.
[32] F. Bensebaa. “The impact of strategic actions on the reputation building of e-Businesses”. International Journal of Retail & Distribution Management, vol. 32, no 6, pp. 286-301. 2004.
[33] L. Casalo, C. Flavian, and M. Guinaliu. “The Role of Perceived Usability, Reputation, Satisfaction and Consumer Familiarity on the Website Loyalty Formation Process”. Computers in Human Behaviour, vol. 24, no. 2, pp.325-345. 2008.
[34] C. J. Fombrun. Reputation: Realizing value from the corporate image. Boston, MA: Harvard Business School Press.1996.
[35] I. Geyskens, J-B.E.M. Steenkamp, L.K. Scheer, and N. Kumar. “The effect of trust and interdependence on relationship commitment: A trans-Atlantic study”. International Journal of Research in Marketing, vol. 13, no. 4, pp. 303–317. 1996.
[36] J. J. Wu, Y. H. Chen, and Y. S. Chung. “Trust factors influencing online community members: A study of transaction communities”. Journal of Business Research, vol. 63, no. 9–10, pp. 1025–1032. 2009.
[37] G. Fullerton. “How commitment both enables and undermines marketing Relationships”. European Journal of Marketing, vol. 39, no. 11-12, pp. 1372-1388. 2005.
[38] A. Mukherjee and P. Nath. “Role of electronic trust in online retailing: A re-examination of the commitment-trust theory”. European Journal of Marketing, vol. 41 (9/10), pp. 1173-202. 2007.
[39] C. H. Park and Y. G. Kim. “Identifying Key Factors Affecting Consumer Purchase behaviour in an online shopping context”. International journal of retail and distribution management, vol. 31, no. 1, pp. 16-29. 2003.
[40] D. Gilliland and D. Bello. “The two sides to attitudinal commitment: The effect of calculative and loyalty commitment on enforcement mechanisms in distribution channels”. Journal of the Academy of Marketing Science, vol. 30, no. 1, pp. 24-43. 2002.
[41] B. Cater and V. Zabkar. “Antecedents and consequences of commitment in Marketing research services: The client's perspective”. Industrial Marketing Management, vol. 26, no. 3, pp. 245-54. 2008.
[42] G. Walsh, T. Hennig-Thurau, K. Sassenberg, and D. Bornemann. “Does relationship quality matter in e-service? A comparison of online and offline retailing”. Journal of Retailing and Consumer Services, vol. 17, pp. 130-142. 2010.
[43] P. Ponirin and T. von der Heidt. “Modelling the complexity of e-loyalty: the role of e-value, e-trust, e-satisfaction and e-commitment”. Proceedings of the Australian and New Zealand Marketing Academy (ANZMAC) Conference. 28-30 November, Edith Cowan University, Perth, WA. ISBN: 9780646563305.2011.
[44] C. H. Liang, J. J.Chen, and W. F. Wang. “Does online relationship marketing enhance customer retention and cross-buying?” Service Industries Journal, 28(6): 769-787. 2008.
[45] S. Ganapathy, C. Ranganathan, and Sankarannayanan. “Visualization Strategies and Tools for Enhancing Customer Relationship Management”. Communications of the ACM, Vol. 47(11): 93-99. 2004.
[46] H.P. Lu and J. C.C. Lin. “Predicting customer behaviour in the market-space: A study of Rayport and Sviokla's framework”. Information and Management, 40:1-10. 2002.
[47] B. Billy, L. Rob, and W. Ivan. “Impact of website quality on customer satisfaction and purchase intention: Evidence from Chinese online visitors”. International Journal of hospitality management, vol. 27, no. 3, pp. 391-402. 2008.
[48] D. Gefen. “E-commerce: The Role of Familiarity and trust. Omega”. The International journal of management science, vol. 28, no. 6, pp. 725-737. 2000.
[49] J. Hair, R. Anderson, R. Tatham, and W. Black. Multivariate Data Analysis. (5th ed.).New York: Prentice Hall. 1998.
[50] L.J. Cronbach, and R.J. Shavelson. “My Current Thoughts on Coefficient Alpha and Successor Procedures”. Educational and Psychological Measurement, vol. 64, no. 3, pp. 391-418. 2004.
[51] H. F. Kaiser (1974). “An index of factorial simplicity”. Psychometrika, vol. 39, no. 1, pp. 31-36.
[52] M. J. Sanzo, M. L. Santos, R. Vazquez, and L. I. Alvarez. “The effect of market orientation on buyer–seller relationship satisfaction”, Industrial Marketing Management, 32(4), 327–345. 2003.
[53] B. Y. Yee, and T. M. Faziharudean. “Factors Affecting Customer Loyalty of Using Internet Banking in Malaysia”. Journal of Electronic Banking System. Article ID 592297. 2010.
[54] Z. Tao, L. Yaobin, and W. Bin. “The Relative Importance of Website Design Quality and Service Quality in Determining Consumers' Online Repurchase Behavior”. Information Systems Management, vol. 26, no. 4, pp. 327-337. 2009.
[55] H. W. Kim, Y. Xu, and J. Koh. “A comparison of online trust building factors between potential customers and repeat customers”. Journal of the Association for Information Systems, vol. 5, no. 10, pp. 392–420. 2004.
[56] P. B. Lowry, A. Vance, G. Moody, B. Beckman, and A. Read. “Explaining and predicting the impact of branding alliances and web site quality on initial consumer trust of e-commerce web sites”. Journal of Management Information Systems, 24(4):199–224. 2008.
[57] J. A. Ogundina. “Nigerian Banks and Global Challenges: Further Evidence”. Handbook on economics, finance and management outlook, ISBN 978-969-9347-14-6., 2013.
[58] Vanguard. CBN designates eight Banks ‘Too Big to Fail'. Vanguardngr.com. 12, NOVEMBER 2013.
[59] Greene, W. H. (2003). Econometric analysis (5th Ed.). Upper Saddle River, NJ: Prentice Hall.
[60] Ho, R. (2006), Handbook of Univariate and Multivariate Data Analysis and Interpretation with SPSS, New York: CRC Press, pp. 249.