La lealtad del consumidor en términos de calidad y satisfacción : análisis empírico en el sector de la banca online
  • Metaadatok
Tartalom: http://publikaciotar.uni-bge.hu/1066/
Archívum: Prosperitas
Gyűjtemény: Állapot = Megjelent
Tárgyszó = banca online
Tárgyszó = satisfacción
Tárgyszó = Satisfaction
Tárgyszó = Calidad
Tárgyszó = lealtad
Tárgyszó = Loyalty
Tárgyszó = Online Banking
Tárgyszó = Quality
Tárgyszó = ecuaciones estructurales
Tárgyszó = Structural Equations
Típus = Cikk
Cím:
La lealtad del consumidor en términos de calidad y satisfacción : análisis empírico en el sector de la banca online
Létrehozó:
Miguens María Jesús López
Vázquez Encarnación González
Dueñas Pilar Muñoz
Kiadó:
Budapesti Gazdasági Főiskola
Dátum:
2014
Tartalmi leírás:
The aim of this work is to build a structural model that is capable of explaining how the loyalty of customers is built regarding the online channel of the banking. To do this, two relationship marketing variables have been identifed in the literature as possible predictors of loyalty: service quality offered by the financial provider through the electronic channel and, the user satisfaction. The scales of all considered variables have been validated prior to the estimation of the structural model. The sample is composed by 404 individuals, between 16 and 74 years old, resident in Spain and they have used occasionally the online banking to solve their fnancial needs. In order to build the measurement instruments, exploratory and confrmatory factor analysis have been used. Empirical tests of the causal hypothesis have been carried out using structural equation modeling. Results show that quality and satisfaction have an important influence on generating customer loyalty. Specifcally, there is a direct and strong relationship between quality and satisfaction and between satisfaction and loyalty and an indirect relationship between quality and loyalty.
Nyelv:
spanyol
Típus:
Cikk
NonPeerReviewed
Formátum:
text
Azonosító:
Miguens María Jesús López és Vázquez Encarnación González és Dueñas Pilar Muñoz (2014) La lealtad del consumidor en términos de calidad y satisfacción : análisis empírico en el sector de la banca online. Prosperitas, 1 (1). pp. 57-67. ISSN 2064-759X
33222342
Kapcsolat:
33222342