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A mobile bank application loyalty model [Elektronisk resurs] The young bank customer perspective

Nourallah, Mustafa, 1982- (författare)
Öhman, Peter, 1960- (preses)
Oghazi, Pejvak (opponent)
The Centre for research on Economic Relations (CER) (medarbetare)
Mittuniversitetet Fakulteten för humanvetenskap (utgivare)
Publicerad: Sundsvall : Mid Sweden University, 2020
Engelska 70
Serie: Mid Sweden University licentiate thesis (Mittuniversitetet), 1652-8948 1652-8948 ; 166
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  • E-bokAvhandling(Lic.-avh. (sammanfattning) Sundsvall : Mittuniversitetet, 2020)
Sammanfattning Ämnesord
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  • This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. A second study investigates the relationships between usability, responsiveness and reliability, and customer satisfaction, on one hand, and loyalty, on the other. The thesis employs a theoretical framework describing customer loyalty in the MBA context. An electronic questionnaire was sent to 500 YBCs in the Mid Sweden region (146 completed questionnaires were received), and confirmatory factor analysis and structural equation modelling were employed to test and develop a measurement model from the responses. Synthesizing the results of the studies performed suggests a model of MBA loyalty from the YBC perspective. The model indicates that cognitive and usability antecedents are significantly related to customer satisfaction, which in turn is significantly related to attitudinal and behavioural loyalty. Despite some limitations, the thesis has novel implications for theory and practice regarding YBC perceptions of MBAs.  

Ämnesord

Social Sciences  (hsv)
Economics and Business  (hsv)
Business Administration  (hsv)
Samhällsvetenskap  (hsv)
Ekonomi och näringsliv  (hsv)
Företagsekonomi  (hsv)

Genre

government publication  (marcgt)

Indexterm och SAB-rubrik

loyalty antecedents
usability
service quality
customer satisfaction
loyalty
consequences of loyalty
young bank customers
mobile bank applications
Sweden.
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