Effect on E-Service Quality and Perspective of Customers on Customers’ Loyalty in the Banking Industry in Hong Kong

Abstract

AbstractAs the International Financial Centre, Hong Kong Bank sector is an important industry. With the rapid adoption of e-banking services in the bank industry, e-banking services should be addressed. Good e-banking service quality helps banks to gain a competitive advantage. There are different services provided by the bank sector online and offline. It is a trend that people are able to manage their own accounts using e-banking services. This new technology gives new challenges to the bank sector. Whenever new technologies and services is presented, it needs to be adopted by their users. The acceptable use of e-banking services can be influenced by different factors. This research aims to explore the variables that have influenced the quality of e-banking service and the perspective of customers about customers loyalty. A survey will be conducted, and the samples will be collected with varying personal characteristics such as income, gender, educational level, age, and employment situation in using e-banking services. Different attributes from scales have been selected to test the relationship among factors. This study would analyze the factors affecting the e-banking service’s quality and the perspective of customers to know their attitudes of customers.KeywordsBanking industryCustomers loyaltyCustomer satisfactionE-service qualityPerspective of customersResponsiveness