The Impact of Quality of Online Banking on Customer Commitment

Chakib Hamadi

University of Marrakesh, Marrakesh, Morocco

Copyright © 2010 Chakib Hamadi. This is an open access article distributed under the Creative Commons Attribution License unported 3.0, which permits unrestricted use, distribution, and reproduction in any medium, provided that original work is properly cited.

Abstract

This article demonstrates the existence of a causal relationship between perceived quality, satisfaction and commitment in the context of online banking. The results show that the perceived quality heavily influences the commitment of customers and that this effect is direct and not mediated by satisfaction.

Keywords: perceived quality, satisfaction, commitment, Internet banking.
Shares