Earticle

초록

영어

Banks in Uganda are utilizing the increasing popularity of the internet in an effort to keep up with the changing technological preferences of their customers through innovations like internet banking. But in order to offer better internet banking services, it is necessary to investigate what existing and potential customers expect for service quality as it has been regarded as one of the few means for service differentiation and competitive advantage which maintains and attracts new customers. This study focuses on service quality and examines its impact on customer retention in the internet banking context. Statistical analysis using structural equation modeling indicates that perceived service quality of internet banking significantly influences individual beliefs that internet banking is easy to use. This leads one to believe that it is also useful if used, consequently influencing significant individual feelings about internet banking and their behavioral intention to use it. The relative importance of customers’ behavioral intention was also statistically significant but with a low variance of 1% in predicting customer retention which can be justified by the still relatively expensive retail pricing of broadband services.

목차

Abstract
 Introduction
 Literature Review
 Research Method
  Measurement model assessment
  Hypothesis Testing
  Discussion, implications and conclusion
 Limitations of the study
 Future research suggestions
 References

키워드

저자

• Charles Yiga [ 저자정보 기재, Keimyung University, 1095 Dalgubeo-daero, 704-401 Daegu, Korea ]
• Kyung Jin Cha [ 저자정보 기재, Keimyung University, 1095 Dalgubeo-daero, 704-401 Daegu, Korea ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  한국경영정보학회 정기 학술대회 [KMIS Conference]

• 간기

  반년간

• 수록기간

  1990~2025

• 십진분류

  KDC 325 DDC 658