Factors Impacting on E-banking Service Quality and Loyalty for University Teachers in Baoshan, China
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Purpose: This study explores the factors influencing the quality of e-banking services and loyalty among university teachers in Baoshan, China. The conceptual framework contains reliability, privacy and security, website design, customer service and support, service quality, trust, satisfaction, and loyalty. Research Design, Data, and Methodology: The research employed a quantitative approach, utilizing a questionnaire as the primary data collection tool. Before distribution 500 university teachers, the questionnaire underwent content validity and reliability testing through item-objective congruence and pilot tests. Data analysis involved Confirmatory Factor Analysis and Structural Equation Modeling to assess the model's goodness of fit and confirm causal relationships among variables for hypothesis testing. Results: The study revealed that the conceptual model effectively predicted the factors influencing e-banking service quality and loyalty for university teachers in Baoshan, China. Reliability, privacy and security, website design, and customer service and support emerged as four crucial antecedents of e-banking satisfaction. Conclusions: E-banking satisfaction was predominantly influenced by reliability, privacy and security, website design, and customer service and support. A comprehensive understanding of online banking and effective customer engagement with services emerge as essential in delivering banking services. Enhancing e-service quality can elevate customer contentment and foster increased usage of e-banking.
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