Developing the innovative research model of internet banking customers' loyalty

Abstract

This study intends to develop an innovative research model based on the commitment-trust theory to explore factors influencing the customers’ loyalty of internet banking. The results of study indicate that shared values, communication and system security have a positive impact on trust; relationship benefit, customers’ authorisation, trust have a positive impact on relationship commitment. Trust and relationship commitment from customers have a positive impact on retention of customer in using of internet banking; customer retention and customer satisfaction have a positive impact on customer loyalty. The future work will conduct a survey research to validate the research model and hypotheses.