Measuring e-statement quality impact on customer satisfaction and loyalty

International Journal of Electronic Finance

Volumn 5, Issue 4, 2011, Pages 299-315

  Bekhet, Hussain Ali ^a   Al Alak, Basheer Abbas ^a  

^a Universiti Tenaga Nasional   (Malaysia)

Author keywords

E finance; E statement; Malaysia; Marketing strategy; Quality domains; Quality of services; Satisfaction and loyalty

Indexed keywords

EID: 84906335458     PISSN: 17460069     EISSN: 17460077     Source Type: Journal    
DOI: 10.1504/IJEF.2011.043345     Document Type: Article

References (71)

1. Aaker, D., Kumar, V. and Days, G. (2004) Marketing Research, 8th ed., John Wiley & Sons, New York.
2. Ajzen, I. and Fishbein, M. (1980) Understanding Attitudes and Predicting Social Behavior, Prentice-Hall, Englewood Cliffs, NJ.
3. Al-alak, B.A. (2004) 'Methods of enhancing customer loyalty to the providers of online and offline supporting services in the mobile telecommunication sector', Dirasat Journal, University of Jordan, Vol. 31, No. 2, pp. 278-297.
4. Al-alak, B.A. (2009) 'Measuring and evaluating business student's satisfaction perceptions at public and private universities in Jordan', Asian Journal of Marketing, Vol. 3, No. 2, pp. 33-51.
5. Al-alak, B.A. and Alnawas, I. (2010) 'Evaluating the effect of marketing activities on relationship quality in the banking sector', International Journal of Marketing Studies, Vol. 2, No. 1, pp. 78-91.
6. Al-Hawari, M. and Ward, T. (2006) 'The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction', Marketing Intelligence and Planning, Vol. 24, No. 2, pp. 127-147.
7. Al-Hawari, M., Hartley, N. and Ward, T. (2005) 'Measuring bank automated service quality: a confirmatory factor analysis approach', Marketing Bulletin, Vol. 16, May, pp. 1-19.
8. Andaleeb, S. (1998) 'Determinants of customer satisfaction with hospitals', International Journal of Health Care Quality Assurance, Vol. 11, No. 6, pp. 181-187.
9. Andreassen, T. and Lindestad, B. (1998) 'Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers', International Journal of Service Industry Management, Vol. 9, No. 1, pp. 7-23.
10. Athanasopoulos, A., Gounaris, S. and Stathakopoulous, V. (2001) 'Behavioural responses to customer satisfaction: an empirical study', European Journal of Marketing, Vol. 35, pp. 687-707.
11. Aydin, S. and Ozer, G. (2005) 'National customer satisfaction indices: an implementation in the Turkish mobile telephone market', Marketing Intelligence and Planning, Vol. 23, No. 5, pp. 486-504.
12. Bekhet, H. and Al-alak, B.A. (2010) 'Measuring factors affecting the adoption of E-statement in Malaysia', Paper presented at the 5th International Conference on Services Management, May, New Delhi, India.
13. Bekhet, H.A. and Al-alak, B.A. (2011) 'Measuring factors affecting the adoption of E-statement in Malaysia', Proceeding of 5th International Conference on Services Management, India.
14. Brady, M. and Cronin, J. (2001) 'Some new thoughts on conceptualizing perceived service quality: a hierarchical approach', Journal of Marketing, Vol. 65, pp. 34-49.
15. Briggs, S.R. and Cheek, J.M. (1986) 'The role of factor analysis in the development and evaluation of personality scales', Journal of Personality, Vol. 54, pp. 106-148.
16. Carrillat, F., Jaramillo, F. and Mulki, J. (2009) 'Examining the impact of service quality: a meta-analysis of the empirical evidence', Journal of Marketing Theory and Practice, Vol. 17, No. 2, pp. 95-110.
17. Caruana, A. (2002) 'Service loyalty: the effects of service quality and the mediating role of customer satisfaction', European Journal of Marketing, Vol. 36, Nos. 7-8, pp. 811-828.
18. Collier, J. and Bienstock, C. (2006) 'Measuring service quality in e-retailing', Journal of Services Research, Vol. 8, No. 3, pp. 260-275.
19. Cronin, J. and Taylor, S. (1992) 'Measuring service quality: re-examination and extension', Journal of Marketing, Vol. 56, No. 3, pp. 55-68.
20. Dabholkar, P., Shepherd, D. and Thorpe, D. (2000) 'A comprehensive framework for service quality', Journal of Retailing, Vol. 76, No. 2, pp. 139-173.
21. Dean, A. (2002) 'Service quality in call centers: implications for customer loyalty', Managing Service Quality, Vol. 12, No. 6, pp. 414-423.
22. Dean, A. (2004) 'Rethinking customer expectations of service quality: are call centers different', Journal of Services Marketing, Vol. 18, No. 1, pp. 60-77.
23. Dick, S. and Basu, K. (1994) 'Customer loyalty: toward an integrated conceptual framework', Journal of the Academy of Marketing Science, Vol. 22, No. 2, pp. 99-113.
24. Gamlo, A. and Bamasak, O. (2011) 'A multi-tier framework for securing e-transactions in e-government systems of Saudi Arabia', International Journal of Electronic Finance, Vol. 5, No. 2, pp. 126-149.
25. Ganguly, S. and Roy, S. (2011) 'Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty', International Journal of Bank Marketing, Vol. 29, No. 2, pp. 168-189.
26. Gerpott, T., Rams, W. and Schindler, A. (2001) 'Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market', Telecommunications Policy, Vol. 25, pp. 249-269.
27. Gerrard, P. and Cunningham, J. (2003) 'The diffusion of internet banking among Singapore consumers', International Journal of Bank Marketing, Vol. 26, No. 7, pp. 483-504.
28. Ghobadian, R., Speller, S. and Jones, W. (1994) 'Service quality concepts and models', International Journal of Quality Management, Vol. 11, pp. 43-66.
29. Gilbert, G., Veloutsou, C., Goode, M. and Moutinho, L. (2004) 'Measuring customer satisfaction in the fast food industry', Journal of Services Marketing, Vol. 18, No. 5, pp. 371-383.
30. Gronroos, C. (1983) Strategic Management and Marketing in the Service Sector, Marketing Science Institute, Boston, USA.
31. Jayasundara, C., Ngulube, P. and Minishi-Majanja, M.K. (2009) 'A theoretical model to predict customer satisfaction in relation to service quality in selected university libraries in Sri Lanka', SA Jnl. Libs and Info. Sci., Vol. 75, No. 2, pp. 179-197.
32. Johnson, W. and Sirikit, A. (2002) 'Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage', Management Decision, Vol. 40, No. 7, pp. 693-701.
33. Joseph, M. and Stone, G. (2003) 'An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector', International Journal of Retail and Distribution, Vol. 31, No. 4, pp. 190-202.
34. Kanning, U. and Bergmann, N. (2009) 'Predictors of customer satisfaction: testing the classical paradigms', Managing Service Quality, Vol. 19, No. 4, pp. 377-390.
35. Kaur, M., Nyangosi, R. and Arora, J.S. (2011) 'Empirical study of mapping adaptation antecedents of electronic money', International Journal of Electronic Finance, Vol. 5, No. 1, pp. 1-14.
36. Keiningham, T., Perkins-Munn, T. and Evans, H. (2003) 'The impact of customer satisfaction on share- of wallet in a business- to - business environment', Journal of Services Research, Vol. 6, pp. 37-50.
37. Kim, H. (2005) 'Developing an index of online customer satisfaction', Journal of Financial Service Marketing, Vol. 10, No. 6, pp. 149-164.
38. Kim, M., Park, M. and Jeong, D. (2004) 'The effects of customer satisfaction and switching barrier on customer loyalty in Korean telecommunication service', Telecommunications Policy, Vol. 28, No. 2, pp. 145-159.
39. Kim, S. and Lim, Y. (2001) 'Consumers' perceived importance and satisfaction with internet shopping', Electronic Markets, Vol. 11, No. 3, pp. 145-159.
40. Kimery, K. and McCord, M. (2002) 'Third- party assurance: mapping the road to trust in e-retailing', Journal of Information Technology Theory and Application, Vol. 4, No. 2, pp. 63-82.
41. Krepapa, A., Berthon, P., Webb, D. and Pitt, L. (2003) 'Mind the gap: an analysis of service provider vs. customer perceptions of market orientation and its impact on satisfaction', European Journal of Marketing, Vol. 37, Nos. 1-2, pp. 197-218.
42. Laukkanen, P., Sinkonnen, S. and Laukkanen, T. (2008) 'Consumer resistance to internet banking: postpones, opponents and rejecters', International Journal of Bank Marketing, Vol. 26, No. 6, pp. 440-455.
43. Lehtinen, J. (1983) Customer Oriented Service System, Service Management Institute, Helsinki, Finland.
44. Levesque, T. and McDougall, G. (1996) 'Determinants of customer satisfaction in retail banking', International Journal of Bank Marketing, Vol. 14, No. 7, pp. 12-20.
45. Lingfen, C., Woods, D., Curran, K. and Doherty, J. (2010) 'Mobile development environments for electronic finance', Journal of Electronic Finance, Vol. 4, No. 2, pp. 99-119.
46. Loudon, D., Bitta, D. and Albert, J. (1993) Consumer Behaviour, McGraw-Hill, Singapore.
47. Maditions, D. and Theodoridis, K. (2010) 'Satisfaction determinants in the Greek online shopping context', Information Technology and People, Vol. 23, No. 4, pp. 312-329.
48. Madu, C. and Madu, A. (2002) 'Dimensions of e-quality', International Journal of Quality and Reliability Management, Vol. 19, No. 3, pp. 246-258.
49. Marshall, L. (2006) 'Flying high on service automation', Customer Relationship Management, February, pp. 42-43.
50. McDougall, G. and Levesque, T. (2000) 'Customer satisfaction with services: putting service value into the equation', Journal of Services Marketing, Vol. 14, No. 5, pp. 392-410.
51. Mirza, A., Wallstrom, A., Beheshti, M. and Mirza, O. (2009) 'Internet banking service adoption: private bank versus governmental bank', Journal of Applied Sciences, Vol. 9, No. 24, pp. 4206-4214.
52. Munteanu, C., Ceobanu, C., Bobalca, C. and Anton, O. (2010) 'An analysis of customer satisfaction in a higher education context', International Journal of Public Sector Management, Vol. 23, No. 2, pp. 124-140.
53. Ndunisi, N. and Wah, C. (2005) 'Factorial and discriminant analysis of the underpinnings of relationship marketing and customer satisfaction', International Journal of Bank Marketing, Vol. 23, No. 7, pp. 547-557.
54. Oliver, R. (1997) Satisfaction as Behavioral Perspective on the Customer, McGraw-Hill, New York.
55. Pallant, J. (2007) A Step-by-Step Guide to Data Analysis using SPSS Version 15, 3rd ed., Open University Press, UK.
56. Palmer, S.R. and Holt, D.M. (2009) 'Examining student satisfaction with wholly online learning', Journal of Computer Assisted Learning, Vol. 25, pp. 101-113.
57. Parasuraman, A. (2000) 'Technology readiness index (TRI): a multiple-item scale to measure readiness to embrace new technology', Journal of Service Research, Vol. 2, No. 4, pp. 307-320.
58. Parasuraman, A., Zeithaml, V. and Berry, L. (1988) 'SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality', Journal of Retailing, Vol. 64, pp. 12-40.
59. Parasuraman, A., Zeithaml, V. and Malhotra, A. (2005) 'E-S-QUAL: a multiple-item scale for assessing electronic service quality', Journal of Services Research, Vol. 7, No. 3, pp. 213-233.
60. Parker, C. and Mathews, B. (2001) 'Customer satisfaction: contrasting academic and consumer' interpretations', Marketing Intelligence and Planning, Vol. 19, No. 1, pp. 38-44.
61. Poon, W-C. (2008) 'Users' adoption of e-banking services: the Malaysian perspective', Journal of Business and Industrial Marketing, Vol. 23, No. 1, pp. 59-69.
62. Rafaela, A., Ziklik, L. and Doucet, L. (2008) 'The impact of call center employees' customer orientation behaviors on service quality', Journal of Service Research, Vol. 10, pp. 239-255.
63. Roca, J.C., Garcia, J.J. and De La Vega, J.J. (2010) 'Personal innovativeness, security and privacy as determinants of e-trading adoption', Journal of Electronic Finance, Vol. 4, No. 3, pp. 269-286.
64. Sakkthivel, A.M. (2010) 'Influence of internet on online buyer involvement towards buying different products and services', Journal of Electronic Finance, Vol. 4, No. 2, pp. 171-189.
65. Santos, J. (2003) 'E-service quality: a model of virtual service quality dimensions', Managing Service Quality, Vol. 3, No. 3, pp. 233-246.
66. Surjadjaja, H., Ghosh, S. and Antony, J. (2003) 'Determining and assessing the determinants of e-service operations', Managing Service Quality, Vol. 13, No. 1, pp. 39-53.
67. Swan, J. and Combs, L. (1976) 'Product performance and consumer satisfaction: a new concept', Journal of Marketing, Vol. 40, No. 7, pp. 25-33.
68. Van Riel, A., Liljander, V. and Jurriens, P. (2001) 'Exploring consumer evaluations of e-services: a portal site', International Journal of Service Industry Management, Vol. 12, No. 4, pp. 359-377.
69. Woo, K. and Fock, H. (1999) 'Customer satisfaction in Hong Kong mobile phone industry', The Service Industries Journal, Vol. 19, No. 3, pp. 162-174.
70. Zeithaml, V. and Bitner, M. (2003) Service Marketing: Integrating Customer Focus across the Firm, McGraw-Hill, New York.
71. Zeithaml, V., Berry, L. and Parasuraman, A. (1996) 'The behavioral consequences of service quality', Journal of Marketing, Vol. 60, No. 2, pp. 31-46.