with the advent of internet banking, new generation of customers appeared. banks also for having a larger share in the competitive market should try to attract more customers as well as their loyalty. the present study is focused on identifying and rating the effective factors on electronics loyalty of bank tejarat customers. the present research is a descriptive research in a survey method whi...

the current study aims to identify the effective factors and barriers to loyalty in electronic banking services in the private banks customers. for this purpose, a survey was done with a questionnaire sampling from 420 customers of private banks in golestan province, who have used electronic banking services in 2011. the results indicated that seven factors including preference, customer satisf...

highly competitive, dynamic and complex environment of banking industry and increasing growth of customers’ demand has led to lots of changes in this industry. therefore, e-loyalty has changed to a considerable subject in e-business environment to preserve customers. this study is conducted in order to identify and study the factors affecting e-loyalty of e-banking services’ users. the methodol...

In this paper, we present a conceptual framework that helps to better understand and assess the impacts of information technology on customer loyalty in retail banking. To do so, we define the concept of customer loyalty and identify its antecedents. A conceptual framework describing the impacts of information technology on loyalty is developed based on the literature in marketing, social psych...

Loyalty programs, as a prevalent CRM strategy, aim to enhance customers’ loyalty and thereby increase a firm’s long-term profitability. Recent analytical and empirical studies demonstrate inconsistent findings on the efficacy of loyalty programs in fulfilling these goals. In this study, an analytical model is developed to analyze the effect of customers’ valuation and their post-purchase satisf...

The present paper examines the effectiveness of financial overcompensation as a means to enhance customer loyalty after a product failure. Overcompensation implies that customers are entitled to a refund that is larger than the purchase price. It is, however, still unclear whether large overcompensations entail saturation effects, or alternatively, result in an actual drop in customer loyalty. ...

The objective of this paper is to reveal the factors that determine customers’ loyalty intention in the electronic marketplace. Seven hypotheses were postulated based on an extensive literature review in terms of sales behaviour, trust, satisfaction and price fairness. An empirical survey was then designed and conducted. The sample comprised customers who had made purchases from the best-known ...