- Tytuł:
- The role of the quality of online banking services in the shaping of consumer loyalty. Proof with the use of classification trees
- Autorzy:
-
Lotko, Aleksander
Korneta, Paweł A. - Powiązania:
- https://bibliotekanauki.pl/articles/326767.pdf
- Data publikacji:
- 2019
- Wydawca:
- Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
- Tematy:
-
quality
online banking services
customer loyalty
classification trees
multidimensional exploratory techniques
jakość
usługi bankowości internetowej
lojalność klientów
drzewa klasyfikacyjne
wielowymiarowe techniki eksploracyjne - Opis:
- The purpose of this paper was to prove the role of the quality of online banking services in the shaping of consumer loyalty. Data specifying (1) consumer characteristics, (2) type and manner of using services and (3) levels of partial service quality assessments were analysed. Empirical research was carried out on a sample of 384 consumers, and the results were processed by performing a multidimensional exploratory analysis with the use of classification trees and the CTree algorithm. As a result, it was proven that for the identified types of loyalty, both cognitive and active-conative loyalty, the only statistically important predictors of consumer loyalty are some indicators of partial service qualities (6 in the first model and 4 in the second model). In this way, the rank of the quality in shaping of consumer behaviours in a digital economy was empirically proven.
- Źródło:
-
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2019, 134; 121-133
1641-3466 - Pojawia się w:
- Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
- Dostawca treści:
- Biblioteka Nauki
Artykuł