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https://ptsldigital.ukm.my/jspui/handle/123456789/513672Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.advisor | Nik Mohd Hazrul Nik Hashim, Assoc. Prof. Dr. | - |
| dc.contributor.author | Muhammad Ridzuan Abdul Aziz (ZP00678) | - |
| dc.date.accessioned | 2023-10-16T04:49:39Z | - |
| dc.date.available | 2023-10-16T04:49:39Z | - |
| dc.date.issued | 2017-09-11 | - |
| dc.identifier.other | ukmvital:99787 | - |
| dc.identifier.uri | https://ptsldigital.ukm.my/jspui/handle/123456789/513672 | - |
| dc.description | Quality of internet banking can become the source of competitive advantage for banks in gaining customer trust and loyalty. However, use of internet banking has posed greater challenges to banks in maintaining a long-term and sustainable relationship with customers. Despite active involvement of customers in the usage of internet banking, customer knowledge has not received attention in previous studies. Underpinned by hierarchy of effects model, behavioural learning theory, technology acceptance model, commitment-trust theory and information processing theory, this study examined the relationship between automated channel quality and bank loyalty using a mediation-moderation framework with automated channel trust as a mediating variable, while financial literacy and financial channel knowledge as the moderating variables. The study sample comprises of 460 internet banking users in Malaysia. Mall-intercept method and online survey tool were used in distributing questionnaire to the respondents. The hypotheses of the study were tested using hierarchical mediated and moderated regression analyses. The results of this study show that (a) automated channel quality is positively related to automated channel trust; (b) automated channel trust is positively related to bank loyalty; (c) automated channel quality is positively related to bank loyalty, and this relationship is mediated partially by automated channel trust; (d) financial literacy strengthens the relationship between automated channel trust and bank loyalty, and (e) financial channel knowledge weakens the relationship between automated channel trust and bank loyalty. Theoretically, this study (1) provides evidence on the applicability of the hierarchy of effects model in the internet banking context and (2) illustrates the conditions under which the relationship between automated channel trust and bank loyalty would be stronger or weaker. Practically, this study suggests that internet banking quality is an effective strategy to gain customer trust and loyalty. The findings also indicate that customer loyalty can be enhanced by educating customers with financial knowledge. However, bank managers need to make sure that internet banking that the banks offer fulfils customers' expectations to prevent reduction of customer loyalty as customer knowledge on internet banking increases.,Ph.D. | - |
| dc.language.iso | eng | - |
| dc.publisher | UKM, Bangi | - |
| dc.relation | Graduate School of Business / Pusat Pengajian Siswazah Perniagaan | - |
| dc.rights | UKM | - |
| dc.subject | Internet banking | - |
| dc.title | The effect of automated channel quality on internet banking trust and bank loyalty: the moderating roles of financial literacy and financial channel knowledge | - |
| dc.type | Theses | - |
| dc.format.pages | 159 | - |
| dc.identifier.callno | HG1708.7.M837 2017 tesis | - |
| dc.identifier.barcode | 003279(2018) | - |
| Appears in Collections: | Graduate School of Business / Pusat Pengajian Siswazah Perniagaan | |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| ukmvital_99787+SOURCE1+SOURCE1.0.PDF Restricted Access | 6.46 MB | Adobe PDF |  View/Open |
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