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Nourallah, Mustafa,1982-
(författare)
A mobile bank application loyalty model [Elektronisk resurs]The young bank customer perspective
- E-bokAvhandlingEngelska2020
Förlag, utgivningsår, omfång ...
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Publicerad:Sundsvall :Publicerad:Mid Sweden University,Publicerad:2020
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70
Nummerbeteckningar
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LIBRIS-ID:cphdmll09bp67hmz
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Ogiltigt nummer / annan version:9789188947338
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http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-38210uri
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urn:nbn:se:miun:diva-38210urn
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Serie
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Mid Sweden University licentiate thesis (Mittuniversitetet),1652-89481652-8948 ;166
Anmärkningar
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<p>Vid tidpunkten för framläggningen av avhandlingen var följande delarbeten opublicerade: delarbete 1 (accepterat), delarbete 2 (accepterat).</p><p>At the time of the defence the following papers were unpublished: paper 1 (accepted), paper 2 (accepted).</p>
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Härtill 2 uppsatser
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Lic.-avh. (sammanfattning) Sundsvall : Mittuniversitetet, 2020
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gratis
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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 och genrebeteckningar
Biuppslag (personer, institutioner, konferenser, titlar ...)
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Öhman, Peter,1960-
(preses)
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Oghazi, Pejvak
(opponent)
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The Centre for research on Economic Relations (CER)
(medarbetare)
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MittuniversitetetFakulteten för humanvetenskap
(utgivare)
Sammanhörande titlar
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Del av/supplement till:channel record
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Annan version:Annat format9789188947338
Seriebiuppslag
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Mid Sweden University licentiate thesis,1652-89481652-8948 ;166
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