A Study on the Relationships among Service Quality, Customer Satisfaction and Customer Loyalty for Internet Banking

[[abstract]]Internet is being developed rapidly in the recent years. With the tendency of diversification and internationalization, how to develop Internet Bank has become one of the most important issues for advanced countries in the world. In the worldwide market, trade through Internet is quite popular. For the reason of survival, building Internet Bank is necessary. This paper is to study the relationships among service quality, customer satisfaction and customer loyalty for Internet Banking. Based on a questionnaire survey, 205 valid samples were obtained by stratified sampling, we use the linear structural relation model（LISREL）to investigate the relationships among these variables . The major findings of this study are summarized as follows： First, the positive impact of service quality on customer satisfaction implies that the more service quality bank offers, the better customer satisfaction will be. Second, customer satisfaction indeed has a significantly positive impact on customer loyalty in Internet Banking. Third, service quality has a positive impact on customer loyalty. As the results mentioned above, we hope the research may provide an empirical reference for internet bank.[[abstract]]Internet is being developed rapidly in the recent years. With the tendency of diversification and internationalization, how to develop Internet Bank has become one of the most important issues for advanced countries in the world. In the worldwide market, trade through Internet is quite popular. For the reason of survival, building Internet Bank is necessary. This paper is to study the relationships among service quality, customer satisfaction and customer loyalty for Internet Banking. Based on a questionnaire survey, 205 valid samples were obtained by stratified sampling, we use the linear structural relation model（LISREL）to investigate the relationships among these variables . The major findings of this study are summarized as follows： First, the positive impact of service quality on customer satisfaction implies that the more service quality bank offers, the better customer satisfaction will be. Second, customer satisfaction indeed has a significantly positive impact on customer loyalty in Internet Banking. Third, service quality has a positive impact on customer loyalty. As the results mentioned above, we hope the research may provide an empirical reference for internet bank