{"id":"https://openalex.org/W2184881805","doi":null,"title":"Impact of the Internet on Customer Loyalty in Swedish Banks","display_name":"Impact of the Internet on Customer Loyalty in Swedish Banks","publication_year":2006,"publication_date":"2006-01-01","ids":{"openalex":"https://openalex.org/W2184881805","mag":"2184881805"},"language":"en","primary_location":{"id":"pmh:oai:DiVA.org:ltu-48334","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-48334","pdf_url":null,"source":{"id":"https://openalex.org/S4306400653","display_name":"Diva portal (Dalarna University Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/bachelorThesis"},"volume":null,"type":"dissertation","indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-48334","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5113703118","display_name":"Mohammed Alam","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mohammed Alam","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5073757811","display_name":"Atiq ur Rahman Khokhar","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Atiq ur Rahman Khokhar","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.0010000000474974513,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/online-banking","display_name":"internet banking","score":0.8759999871253967},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9210000038146973},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.6980000138282776},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.7110000252723694},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9259999990463257},{"id":"https://openalex.org/keywords/home-banking","display_name":"home banking","score":0.8109999895095825},{"id":"https://openalex.org/keywords/online-distribution-channels","display_name":"online distribution channels","score":0.7210000157356262},{"id":"https://openalex.org/keywords/swedish-banks","display_name":"Swedish banks","score":0.8519999980926514}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7462204694747925},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.7456243634223938},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4763734042644501},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.4575573205947876},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4102506637573242},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.38887569308280945},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.21281298995018005},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.13952383399009705},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.11547881364822388}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:DiVA.org:ltu-48334","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-48334","pdf_url":null,"source":{"id":"https://openalex.org/S4306400653","display_name":"Diva portal (Dalarna University Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/bachelorThesis"},{"id":"mag:2184881805","doi":null,"is_oa":false,"landing_page_url":"http://ltu.diva-portal.org/smash/record.jsf?pid=diva2:1021675","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:DiVA.org:ltu-48334","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-48334","pdf_url":null,"source":{"id":"https://openalex.org/S4306400653","display_name":"Diva portal (Dalarna University Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/bachelorThesis"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":122,"referenced_works":["https://openalex.org/W8706888","https://openalex.org/W124243540","https://openalex.org/W135447338","https://openalex.org/W174055489","https://openalex.org/W205793710","https://openalex.org/W260030099","https://openalex.org/W575833774","https://openalex.org/W585582522","https://openalex.org/W1481960434","https://openalex.org/W1487331254","https://openalex.org/W1506094892","https://openalex.org/W1514249143","https://openalex.org/W1527311855","https://openalex.org/W1530534970","https://openalex.org/W1535271175","https://openalex.org/W1543209321","https://openalex.org/W1546787249","https://openalex.org/W1549078745","https://openalex.org/W1556808170","https://openalex.org/W1564211670","https://openalex.org/W1565128669","https://openalex.org/W1602375928","https://openalex.org/W1607732097","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1708393801","https://openalex.org/W1721421031","https://openalex.org/W1791587663","https://openalex.org/W1810415301","https://openalex.org/W1966074824","https://openalex.org/W1970905456","https://openalex.org/W1975694814","https://openalex.org/W1977777040","https://openalex.org/W1977850232","https://openalex.org/W1978125974","https://openalex.org/W1978776260","https://openalex.org/W1980867794","https://openalex.org/W1983532449","https://openalex.org/W1986684628","https://openalex.org/W1989741922","https://openalex.org/W1990286931","https://openalex.org/W1990944405","https://openalex.org/W1992631438","https://openalex.org/W1993073132","https://openalex.org/W1994742470","https://openalex.org/W1995561053","https://openalex.org/W1996757241","https://openalex.org/W1997176931","https://openalex.org/W1999925667","https://openalex.org/W2004019223","https://openalex.org/W2011409409","https://openalex.org/W2011457410","https://openalex.org/W2011700892","https://openalex.org/W2011732626","https://openalex.org/W2015564674","https://openalex.org/W2016603457","https://openalex.org/W2017613618","https://openalex.org/W2017624521","https://openalex.org/W2018025362","https://openalex.org/W2018137068","https://openalex.org/W2018941638","https://openalex.org/W2021773989","https://openalex.org/W2021813438","https://openalex.org/W2022727669","https://openalex.org/W2023550987","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2032648955","https://openalex.org/W2033764192","https://openalex.org/W2039762759","https://openalex.org/W2040871826","https://openalex.org/W2045696318","https://openalex.org/W2046669440","https://openalex.org/W2049406785","https://openalex.org/W2052414369","https://openalex.org/W2053559704","https://openalex.org/W2055077282","https://openalex.org/W2059112024","https://openalex.org/W2060855982","https://openalex.org/W2070675030","https://openalex.org/W2078789144","https://openalex.org/W2080370707","https://openalex.org/W2088788330","https://openalex.org/W2089544520","https://openalex.org/W2090649853","https://openalex.org/W2098440369","https://openalex.org/W2099078684","https://openalex.org/W2099812626","https://openalex.org/W2102097552","https://openalex.org/W2102467277","https://openalex.org/W2104882046","https://openalex.org/W2108118456","https://openalex.org/W2113298532","https://openalex.org/W2115876648","https://openalex.org/W2118335484","https://openalex.org/W2122578209","https://openalex.org/W2123217435","https://openalex.org/W2124815418","https://openalex.org/W2129406389","https://openalex.org/W2131370067","https://openalex.org/W2131896026","https://openalex.org/W2136407476","https://openalex.org/W2141147872","https://openalex.org/W2146579837","https://openalex.org/W2146601354","https://openalex.org/W2149576716","https://openalex.org/W2152959124","https://openalex.org/W2158116895","https://openalex.org/W2158517811","https://openalex.org/W2161209922","https://openalex.org/W2162040794","https://openalex.org/W2164827649","https://openalex.org/W2166982098","https://openalex.org/W2168569455","https://openalex.org/W2219705828","https://openalex.org/W2316823110","https://openalex.org/W2495606461","https://openalex.org/W2727274365","https://openalex.org/W2902183860","https://openalex.org/W2907899433","https://openalex.org/W3121296360","https://openalex.org/W3213344977"],"related_works":["https://openalex.org/W3918682","https://openalex.org/W2763557466","https://openalex.org/W2981086781","https://openalex.org/W1707330480","https://openalex.org/W51345078","https://openalex.org/W320549011","https://openalex.org/W149870164","https://openalex.org/W2113670409","https://openalex.org/W7216478156","https://openalex.org/W2890532229"],"abstract_inverted_index":{"The":[0,71,225,250],"banking":[1,18,69,254],"services":[2,255],"have":[3,96,187],"been":[4,97],"dynamic":[5],"during":[6],"the":[7,12,15,22,27,82,85,101,152,156,162,175,182,188,200,238],"last":[8,163],"decade":[9],"due":[10],"to":[11,53,77,99,116,122,131,186],"advent":[13],"of":[14,21,26,45,63,73,81,84,110,135,158,196,212,232,268,282],"Internet":[16,28,86,201,226,239,251],"in":[17,90,144,161,261],"sector.":[19],"One":[20],"most":[23,265],"vital":[24],"challenges":[25],"as":[29,55,66,68,240],"a":[30,61,108,241],"service":[31,38,275],"delivery":[32],"channel":[33,244],"is":[34,42,60,257,274],"providing":[35,233],"and":[36,51,120,155,166,192,199,215,248],"maintaining":[37],"quality.":[39],"Service":[40],"quality":[41,276],"an":[43,56,193,279],"input":[44],"customer":[46,88,197,219],"trust":[47],"which":[48,114,208,256,277],"becomes":[49],"satisfaction":[50],"lead":[52],"loyalty":[54,59,89,198,220,283],"output.":[57],"Customer":[58],"concern":[62],"any":[64],"organizations":[65],"well":[67],"sectors.":[70],"purpose":[72],"this":[74,136,269],"research":[75,94,118,127,153,172,176],"was":[76,112,129,178],"gain":[78],"better":[79,133],"understanding":[80,134],"impact":[83],"on":[87,104,218],"Swedish":[91],"banks.":[92,224],"Four":[93],"questions":[95,119,154],"formulated":[98],"achieve":[100],"purpose.":[102],"Based":[103],"detailed":[105],"literature":[106],"review,":[107],"frame":[109,157],"reference":[111],"developed":[113],"helped":[115],"answer":[117],"guide":[121],"data":[123,139],"collection.":[124],"A":[125],"qualitative":[126],"approach":[128],"used":[130],"get":[132],"issue.":[137],"Empirical":[138],"were":[140,168],"collected":[141],"through":[142],"semi-structured":[143],"depth":[145],"interview":[146],"with":[147,151],"two":[148,205],"bank":[149,234],"managers":[150],"reference.":[159],"Finally,":[160],"chapter":[164],"findings":[165],"conclusions":[167],"drawn":[169],"by":[170,222],"answering":[171],"questions.":[173],"In":[174],"it":[177],"found":[179],"that":[180],"all":[181],"banks":[183],"interviewed":[184],"seem":[185],"same":[189],"description,":[190],"motivation":[191],"underlining":[194],"objective":[195],"has":[202,227],"affected":[203],"from":[204,271],"different":[206],"directions":[207],"are":[209],"made":[210],"up":[211],"both":[213,272],"positive":[214],"negatives":[216],"sides":[217],"creation":[221],"theses":[223],"become":[228],"more":[229,259],"powerful":[230],"media":[231],"services.":[235,249],"Banks":[236],"use":[237],"new":[242],"distribution":[243],"for":[245],"their":[246],"products":[247],"facilitates":[252],"home":[253],"becoming":[258],"popular":[260],"recent":[262],"time.":[263],"Another":[264],"important":[266],"finding":[267],"study,":[270],"banks,":[273],"form":[278],"integral":[280],"part":[281],"creation.":[284]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":3}],"updated_date":"2026-10-27T15:51:10.671819","created_date":"2016-06-24T00:00:00"}