The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis

Noticing the recent development in internet banking in different parts of the world has resulted in increasing online transactions without visiting the bank. Thus, this study investigates the importance of antecedents of e-loyalty—shared value, information quality, system quality, service quality, t...

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Autores principales:	Aziza Chaima, Kassim Norizan Mohd
Formato:	article
Lenguaje:	EN FR
Publicado:	EDP Sciences 2021
Materias:	e-loyalty e-banking structural equation modeling multigroup analysis oman Social Sciences H
Acceso en línea:	https://doaj.org/article/ac6c9ad04346478d83bb1b63a349dc7d
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spelling	oai:doaj.org-article:ac6c9ad04346478d83bb1b63a349dc7d2021-12-02T17:15:22ZThe Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis2261-242410.1051/shsconf/202112409002https://doaj.org/article/ac6c9ad04346478d83bb1b63a349dc7d2021-01-01T00:00:00Zhttps://www.shs-conferences.org/articles/shsconf/pdf/2021/35/shsconf_icmesh2020_09002.pdfhttps://doaj.org/toc/2261-2424Noticing the recent development in internet banking in different parts of the world has resulted in increasing online transactions without visiting the bank. Thus, this study investigates the importance of antecedents of e-loyalty—shared value, information quality, system quality, service quality, trust, attraction, and satisfaction— in using e-banking services and the role of consumer characteristics (gender, age, and level of education) as a moderator was analyzed as well. A survey questionnaire was distributed conveniently via online and face-to-face to customers in Muscat and Nizwa to gain important insights on how customer loyalty in the e-banking business is constructed. A total of 228 usable questionnaires were collected and analyzed using descriptive statistics, multigroup analysis, and structural equation modelling to test the hypotheses. Results of the analyses indicated that e-loyalty is found to be positively influenced by satisfaction, which later influenced by trust, attraction, shared value, information quality, system quality, service quality. The moderating role of gender, age, and level of education was supported by the data. The paper concludes some implications and limitations of the results are discussed. Besides, investigating which factors are important in driving customers using online banking, this study provides a deeper understanding of keeping customers online and loyal to a particular service provider. Specifically, the service providers need to focus on the importance of gender, age, and level of education in moderating the construction of e-loyalty in using e-banking services. This study provides new insights by adding attraction as an antecedent of customer satisfaction and the moderating role of consumer characteristics in using e-banking services.Aziza ChaimaKassim Norizan MohdEDP Sciencesarticlee-loyaltye-bankingstructural equation modelingmultigroup analysisomanSocial SciencesHENFRSHS Web of Conferences, Vol 124, p 09002 (2021)
institution	DOAJ
collection	DOAJ
language	EN FR
topic	e-loyalty e-banking structural equation modeling multigroup analysis oman Social Sciences H
spellingShingle	e-loyalty e-banking structural equation modeling multigroup analysis oman Social Sciences H Aziza Chaima Kassim Norizan Mohd The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis
description	Noticing the recent development in internet banking in different parts of the world has resulted in increasing online transactions without visiting the bank. Thus, this study investigates the importance of antecedents of e-loyalty—shared value, information quality, system quality, service quality, trust, attraction, and satisfaction— in using e-banking services and the role of consumer characteristics (gender, age, and level of education) as a moderator was analyzed as well. A survey questionnaire was distributed conveniently via online and face-to-face to customers in Muscat and Nizwa to gain important insights on how customer loyalty in the e-banking business is constructed. A total of 228 usable questionnaires were collected and analyzed using descriptive statistics, multigroup analysis, and structural equation modelling to test the hypotheses. Results of the analyses indicated that e-loyalty is found to be positively influenced by satisfaction, which later influenced by trust, attraction, shared value, information quality, system quality, service quality. The moderating role of gender, age, and level of education was supported by the data. The paper concludes some implications and limitations of the results are discussed. Besides, investigating which factors are important in driving customers using online banking, this study provides a deeper understanding of keeping customers online and loyal to a particular service provider. Specifically, the service providers need to focus on the importance of gender, age, and level of education in moderating the construction of e-loyalty in using e-banking services. This study provides new insights by adding attraction as an antecedent of customer satisfaction and the moderating role of consumer characteristics in using e-banking services.
format	article
author	Aziza Chaima Kassim Norizan Mohd
author_facet	Aziza Chaima Kassim Norizan Mohd
author_sort	Aziza Chaima
title	The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis
title_short	The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis
title_full	The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis
title_fullStr	The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis
title_full_unstemmed	The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis
title_sort	moderating role of consumer characteristics on e-loyalty in e-banking business: a multigroup analysis
publisher	EDP Sciences
publishDate	2021
url	https://doaj.org/article/ac6c9ad04346478d83bb1b63a349dc7d
work_keys_str_mv	AT azizachaima themoderatingroleofconsumercharacteristicsoneloyaltyinebankingbusinessamultigroupanalysis AT kassimnorizanmohd themoderatingroleofconsumercharacteristicsoneloyaltyinebankingbusinessamultigroupanalysis AT azizachaima moderatingroleofconsumercharacteristicsoneloyaltyinebankingbusinessamultigroupanalysis AT kassimnorizanmohd moderatingroleofconsumercharacteristicsoneloyaltyinebankingbusinessamultigroupanalysis
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The Moderating Role of Consumer Characteristics on E-Loyalty in E-banking business: A Multigroup Analysis

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