Measuring e-statement quality impact on customer satisfaction and loyalty

  • Authors:

  • Hussain Ali Bekhet;Basheer Abbas Al-alak

  • Affiliations:

  • College of Graduate Studies, Universiti Tenaga Nasional (UNITEN), Selangor-Malaysia.;College of Graduate Studies, Universiti Tenaga Nasional (UNITEN), Selangor-Malaysia

  • Venue:
  • International Journal of Electronic Finance
  • Year:
  • 2011

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Abstract

The purpose of this paper is to measure e-statement quality impact on customer satisfaction and loyalty, using a convenient sample from e-statement end-users in West Malaysia. Linear regression-stepwise technique was used to realise the objective of the study. Results show that customer satisfaction is significantly correlated with customer loyalty, implying that high customer satisfaction leads to a high level of customer loyalty. The paper clearly shows that the proper understanding of the true e-statement quality domains by bank management will enable the banking industry to design customer-oriented marketing strategies. The value of the study stems from the fact that it is the only paper of its kind that addresses this issue in Malaysia.