Measuring e-statement quality impact on customer satisfaction and loyalty

• Main Authors: Bekhet H.A., Al-Alak B.A.
• Other Authors: 37100908800
• Format: Article
• Published: Inderscience Publishers 2023
• Subjects: E-finance; E-statement; Malaysia; Marketing strategy; Quality domains; Quality of services; Satisfaction and loyalty
• Institution: Universiti Tenaga Nasional

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. Copyright � 2011 Inderscience Enterprises Ltd.