Mobile bank applications
loyalty of young bank customers
DOI:
https://doi.org/10.61190/fsr.v29i2.3451Keywords:
Young bank customers, Mobile bank application, Loyalty, Customer satisfaction, UsabilityAbstract
The purpose of this study is to investigate how young bank customers (YBCs) perceive the rela- tionships between several antecedents (i.e., usability, responsiveness, customer satisfaction, and reli- ability) and loyalty in the context of mobile bank applications (MBAs). An electronic questionnaire was sent to 500 YBCs in Sweden, 146 of whom completed it. Confirmatory factor analysis was used to test the measurement model, and structural equation modeling was used to test the hypotheses. The results indicate that usability is indirectly related to loyalty through responsiveness and customer satisfaction. The study contributes to the literature by developing a usability–loyalty model of YBCs using MBAs.
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