Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

The State of e-Banking Implementation in Nigeria: A Post-Consolidation Review

The most widely used e-Banking instrument in �igeria is e-Payment, particularly the automatic teller machine (ATM) card. However, with the adoption of e-Banking by all the banks in �igeria, the volume of cash in circulation has continued to increase pre-and-post bank recapitalization/consolidation exercise. Furthermore, some of the 25 banks that survived the exercise were found lately to have depleted their capital base and have lost credibility before the consumers, e-Banking implementation notwithstanding. Therefore, in this paper, we review the state of e-Banking implementation in �igeria and evaluate the influence of trust on the adoption of e-Payment using an extended technology acceptance model (TAM). Similarly, we investigate organizational reputation, perceived risk and perceived trust in the management of banks as a factor for enhancing customer loyalty. The findings in this work reveal that perceived ease of use and perceived usefulness are not only antecedent to ebanking acceptance, they are also factors to retain customers to the use of e-banking system such as organizational reputation, perceived risk and trust

Clients' Perceptions Towards IT Security of e-banking in Bosnia and Herzegovina

Main objective of this research is to examine clients’ perceptions in Bosnia and Herzegovina towards IT security of e-banking, to diagnose problems and try to give proper solutions. Survey was prepared based on six variables and specific questions assigned to each variable. Response rate was good and 207 respondents were surveyed.Overall results suggested a slight agreement in general, and they indicated that when it comes to IT security of online banking, several factors including privacy, control and intangible features are highly important for clients of Bosnia and Herzegovina. Clients do not perceive tangible features as important as they actually are. Therefore, banks are those who need to give more effort when it comes to implementation of IT security in online banking. They definitely need to find more effective ways to inform and educate clients about IT security of using online service, and in that way create additional value

Towards successful e-Payment systems: An empirical identification and analysis of critical factors

This research aims to explore the factors relating to e-payment system to be implemented where electronic processes enable the facilitation of online transactions. A secondary analysis revealed six factors which are argued to be ‘critical’ for customer adoption of these systems. The findings were further augmented by an online survey of 155 respondents where the perceived importance of the critical factors were correlated through: security, trust, perceived advantage, assurance seals, perceived risk and usability. The results demonstrate that three of the critical factors were necessary (security, advantage, web assurance seals) and three were relatively sufficient (perceived risk, trust and usability) through customer intentions to adopt an e-payment system. The study provides a valid overall awareness that these critical factors are important in designing a successful e-payment system

COMPARATIVE ANALYSIS OF PERCEPTIONS TOWARDS IT SECURITY IN ONLINE BANKING; STUDENTS OF MONTENEGRO VS. ALBANIAN STUDENTS

The purpose of this paper was to analyze and compare perceptions of Albanian students vs. students of Montenegro who are using online banking, to provide insight into similarities and differences of their view points and to create important set of information for all subjects active in banking industry. Survey based on six variables and specific questions assigned to each one of those variables was completed at high response rates, 207 respondents from Albania & 202 from Montenegro. Results were presented using descriptive statistics. Limitations of this research are relatively small sample and generic approach to problem. Suggestions for future researches would be based on going more deeply into the issue and analyzing larger samples. According to results, Albanian students were slightly more concerned and careful when dealing with online transactions compared to students of Montenegro who are more relaxed and perceive banks as reliable in assuring security of handling money and personal information online. Since there is gap in literature when it comes to research dealing with IT-security of online banking in both countries, this article is not only unique, but it may be stimuli for new research with different approaches in the future

What obstruct customer acceptance of internet banking? Security and privacy, risk, trust and website usability and the role of moderators

Comparatively a little attention has been paid to the factors that obstruct the acceptance of Internet banking in Sri Lanka. This research assimilates constructs such as security and privacy, perceived trust, perceived risk, and website usability. To test the conceptual model, we collected 186 valid responses from customers who use Internet banking in Sri Lanka. The structural equation modelling technique is applied and hypotheses are validated. The findings show perceived trust and website usability are the possible obstructing factors that highly concerned by Internet banking customers. While security and privacy, and perceived risk are not significant and these are not highly concerned by customers in Internet banking acceptance. The age and gender reveal the moderating effect in each exogenous latent constructs relationship. The practical and managerial implications of the findings are also discussed. This country specific study contributes to the advancement of Internet banking acceptance, and offers some useful insights to researchers, practitioners and policy makers on how to enhance Internet banking acceptance for country similar in context

The influence of traditional service quality and bank size on trust in e-banking

This paper examines the role of situational normality cues (online attributes of the e-banking website) and structural assurance cues (size and reputation of the bank, and quality of traditional service at the branch) in a consumer?s evaluation of the trustworthiness of e-banking and subsequent adoption behaviour. Data were collected from a survey and a usable sample of 202 was obtained. Hierarchical moderated regression analysis was used to test the model. Traditional service quality builds customer trust in the e-banking service. The size and reputation of the bank were found to provide structural assurance to the customer but not in the absence of traditional service quality. Website features that give customers confidence are significant situational normality cues.Bank managers have to realise that good service at the branch is an opportunity to promote e-banking. They cannot rely on the bank?s size and reputation to ?sell? e-banking. This is the first study that examines how traditional service quality and a bank?s size and reputation influence trust in e-banking

Usability and Trust in Information Systems

The need for people to protect themselves and their assets is as old as humankind. People's physical safety and their possessions have always been at risk from deliberate attack or accidental damage. The advance of information technology means that many individuals, as well as corporations, have an additional range of physical (equipment) and electronic (data) assets that are at risk. Furthermore, the increased number and types of interactions in cyberspace has enabled new forms of attack on people and their possessions. Consider grooming of minors in chat-rooms, or Nigerian email cons: minors were targeted by paedophiles before the creation of chat-rooms, and Nigerian criminals sent the same letters by physical mail or fax before there was email. But the technology has decreased the cost of many types of attacks, or the degree of risk for the attackers. At the same time, cyberspace is still new to many people, which means they do not understand risks, or recognise the signs of an attack, as readily as they might in the physical world. The IT industry has developed a plethora of security mechanisms, which could be used to mitigate risks or make attacks significantly more difficult. Currently, many people are either not aware of these mechanisms, or are unable or unwilling or to use them. Security experts have taken to portraying people as "the weakest link" in their efforts to deploy effective security [e.g. Schneier, 2000]. However, recent research has revealed at least some of the problem may be that security mechanisms are hard to use, or be ineffective. The review summarises current research on the usability of security mechanisms, and discusses options for increasing their usability and effectiveness