Examining the interplay of internet banking service quality, e-satisfaction, e-word of mouth and e-retention: a post pandemic customer perspective

Examining the interplay of internet banking service quality, e-satisfaction, e-word of mouth and e-retention: a post pandemic customer perspective

AbstractOnline service quality acts as a lever that service providers use to drive e-customer retention in most affluent economies globally. Given the exponential growth in the adoption of internet banking during the COVID-19 pandemic, the purpose of this study was to evaluate the antecedents of e-c...

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Bibliographic Details
Main Authors: Phillip Dangaiso, Paul Mukucha, Forbes Makudza, Tendai Towo, Knowledge Jonasi, Divaries Cosmas Jaravaza
Format: Article
Language:English
Published: Taylor & Francis Group 2024-12-01
Series:Cogent Social Sciences
Subjects:
COVID-19 induced services capes
internet banking service quality
e-customer satisfaction
e-word of mouth
e-customer retention
Geng Yuqing, Shanghai Dianji University, China
Online Access:https://www.tandfonline.com/doi/10.1080/23311886.2023.2296590

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https://www.tandfonline.com/doi/10.1080/23311886.2023.2296590

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