The Study of the Antecedents of Customer Loyalty on Internet Banking in Indonesia

• Main Authors: Hui-Jiao Lin, 林慧嬌
• Other Authors: Yuan-Shuh Lii
• Format: Others
• Language: en_US
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/28946005159056193828

碩士 === 逢甲大學 === 國際貿易所 === 96 === Abstract In the competitive banking environment and Internet usage expansion, Internet banking has become the most ideal channel for implementing banking activities with cost-saving potential and swiftness of information transmission. This is the case of e-loyalty. This paper develops perceived social presence from the communication theory and elaboration from the information processing theory. The model of this study describes the extent to which customer e-loyalty is influenced by five factors: website quality, corporate image, perceived social presence, trust and satisfaction. Additionally, the moderating variable such as age, gender, degree of elaboration and involvement was tested by the data. This survey was conducted on Internet banking users in Indonesia. The analysis finds that e-loyalty is not directly related by trust, but it is directly affected by satisfaction. The study also shows that most moderating variables had a significant difference on the model.