Usability Engineering
Using protocol analysis to evaluate the usability of a commercial web site
Information and Management
Key dimensions of business-to-consumer web sites
Information and Management
E-banking and customer preferences in Malaysia: an empirical investigation
Information Sciences—Informatics and Computer Science: An International Journal - Internet computing
Web Site Usability, Design, and Performance Metrics
Information Systems Research
Designing the User Interface: Strategies for Effective Human-Computer Interaction (4th Edition)
Designing the User Interface: Strategies for Effective Human-Computer Interaction (4th Edition)
Determinants of customer loyalty in the wireless telecommunications industry
Telecommunications Policy
Experience in internet banking and performance of banks
International Journal of Electronic Finance
User satisfaction from commercial web sites: The effect of design and use
Information and Management
International Journal of Electronic Finance
Socioeconomic dynamics of multiple mobile phone (M²P) usage and communication in Ota, Nigeria
International Journal of Electronic Finance
Benchmarking Indian telecom service providers: a data envelopment analysis
International Journal of Electronic Finance
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In this paper, we present our findings to develop an understanding of the effect of website usability, customer satisfaction on loyalty and positive Word-of-Mouth (WOM) as a means of referral. A survey was conducted among 220 internet banking users in Malaysia who represented the main banking customer base. The results show that customer satisfaction and customer loyalty enhance WOM. However, the effect of web usability is not significant on WOM. Even though the results confirm the findings of earlier studies, they suggest that there is room for improvement.