I Can Live Without Banks, but Not Without Banking: Role of Trust on Loyalty and Evangelism

Title

I Can Live Without Banks, but Not Without Banking: Role of Trust on Loyalty and Evangelism

Creator

Sharma N.; Goel P.; Sharma A.

Description

The purpose of this paper is to examine the antecedents of e-banking loyalty and evangelism via threefold construct of WEQUAL (usability, information quality, and service interaction) of public sector banks operating in India. Moreover, it also investigates the mediating role of consumers' trust on the website quality of these banks and their impact on e-banking loyalty and evangelism. The data was collected from 243 respondents through online questionnaire. In order to develop the model and test the hypotheses, partial least square structural equation modeling (PLS-SEM) was done through Smart PLS version 3.2.9. Results assert that website quality of banks positively influences the trust of consumers via usability, information quality, and service interaction. Also, consumer trust plays a mediation role between WEBQUAL constructs and e-banking loyalty and evangelism. 2021 IGI Global. All rights reserved.

Source

International Journal of Electronic Government Research, Vol-17, No. 3, pp. 1-20.

Date

2021-01-01

Publisher

IGI Global

Subject

Consumers'Trust; E-Banking Evangelism; E-Banking Loyalty; India; PLS-SEM; Public Sector Banks; WEBQUAL; Website Quality

Coverage

Sharma N., Christ University, Deemed, India; Goel P., Shaheed Bhagat Singh College, University of Delhi, India; Sharma A., Chandragupt Institute of Management, Patna, India

Rights

Restricted Access

Relation

ISSN: 15483886

Format

Online

Language

English

Type

Article

Identifier

https://doi.org/10.4018/IJEGR.2021070101

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