Abstract
Acting as one of International Financial Centre, Hong Kong is the home city of retail and institutional banks which has adopted e-banking services rapidly. Quality is indisputably the focus; therefore, the purpose of paper is to examine the relationship of e-service quality dimensions with overall e-banking service quality and subsequent effects on customer satisfaction and customer loyalty in Hong Kong banking sector. 172 valid surveys are collected from e-banking users. By performing correlation analysis, there are significant relationship among the e-Service Quality. Besides, it is observed that assurance of e-Service is the most critical factor to influence the Customer Satisfaction and Customer Loyalty in line with best-fitted regression models. This present study is also an alternative reference for banks in Hong Kong to prioritize and re-allocate the resources to strengthen corresponding components of e-Service quality and ultimately enhance customer satisfaction.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the International MultiConference of Engineers and Computer Scientists 2021 |
| Editors | S. I. Ao, Oscar Castillo, Craig Douglas, David Dagan Feng |
| Publisher | Newswood Limited |
| Pages | 218-221 |
| ISBN (Print) | 9789881404916 |
| Publication status | Published - Oct 2021 |
| Event | 28th International MultiConference of Engineers and Computer Scientists (IMECS 2021) - Virtual, Hong Kong Duration: 20 Oct 2021 → 22 Oct 2021 http://www.iaeng.org/IMECS2021/ |
Publication series
| Name | Lecture Notes in Engineering and Computer Science |
|---|---|
| Volume | 2243 |
| ISSN (Print) | 2078-0958 |
| ISSN (Electronic) | 2078-0966 |
Conference
| Conference | 28th International MultiConference of Engineers and Computer Scientists (IMECS 2021) |
|---|---|
| Country/Territory | Hong Kong |
| Period | 20/10/21 → 22/10/21 |
| Internet address |
Research Keywords
- Banking sector
- Customer loyalty
- E-banking service
- E-service