{"id":"https://openalex.org/W2809539095","doi":null,"title":"Customer Loyalty in Mobile Banking : findings from the millennial generation","display_name":"Customer Loyalty in Mobile Banking : findings from the millennial generation","publication_year":2018,"publication_date":"2018-01-01","ids":{"openalex":"https://openalex.org/W2809539095","mag":"2809539095"},"language":"en","primary_location":{"id":"pmh:oai:DiVA.org:uu-354049","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-354049","pdf_url":null,"source":{"id":"https://openalex.org/S4306401559","display_name":"KTH Publication Database DiVA (KTH Royal Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I86987016","host_organization_name":"KTH Royal Institute of Technology","host_organization_lineage":["https://openalex.org/I86987016"],"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":"","raw_type":"info:eu-repo/semantics/bachelorThesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-354049","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5064074018","display_name":"Fredrik Bondeson","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Fredrik Bondeson","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5089927467","display_name":"Isak Lindbom","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Isak Lindbom","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":1,"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":0.9653000235557556,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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":0.9653000235557556,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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":0.03310000151395798,"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/T14416","display_name":"Health, Technology, Consumer Behavior","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/3605","display_name":"Health Information Management"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9670000076293945},{"id":"https://openalex.org/keywords/mobile-banking","display_name":"mobile banking","score":1.0},{"id":"https://openalex.org/keywords/millennials","display_name":"millennials","score":0.8529999852180481},{"id":"https://openalex.org/keywords/relationship-quality","display_name":"relationship quality","score":0.9929999709129333},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6039999723434448},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.8320000171661377},{"id":"https://openalex.org/keywords/customer-commitment","display_name":"customer commitment","score":0.7889999747276306},{"id":"https://openalex.org/keywords/risk-perception","display_name":"risk perception","score":1.0},{"id":"https://openalex.org/keywords/net-promoter-score","display_name":"Net Promoter Score","score":0.9729999899864197},{"id":"https://openalex.org/keywords/bank-marketing","display_name":"bank marketing","score":0.7929999828338623},{"id":"https://openalex.org/keywords/college-students","display_name":"university students","score":0.8080000281333923}],"concepts":[{"id":"https://openalex.org/C2775930393","wikidata":"https://www.wikidata.org/wiki/Q1941439","display_name":"Mobile banking","level":2,"score":0.8157045245170593},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6798553466796875},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6664351224899292},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6447912454605103},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5143026113510132},{"id":"https://openalex.org/C2986226071","wikidata":"https://www.wikidata.org/wiki/Q22687","display_name":"Banking industry","level":2,"score":0.43017446994781494},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3281536102294922},{"id":"https://openalex.org/C73283319","wikidata":"https://www.wikidata.org/wiki/Q1416617","display_name":"Financial system","level":1,"score":0.15938368439674377},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.094734787940979},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.07852748036384583}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:DiVA.org:uu-354049","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-354049","pdf_url":null,"source":{"id":"https://openalex.org/S4306401559","display_name":"KTH Publication Database DiVA (KTH Royal Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I86987016","host_organization_name":"KTH Royal Institute of Technology","host_organization_lineage":["https://openalex.org/I86987016"],"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":"","raw_type":"info:eu-repo/semantics/bachelorThesis"},{"id":"mag:2809539095","doi":null,"is_oa":false,"landing_page_url":"http://uu.diva-portal.org/smash/record.jsf?pid=diva2:1220425","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:uu-354049","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-354049","pdf_url":null,"source":{"id":"https://openalex.org/S4306401559","display_name":"KTH Publication Database DiVA (KTH Royal Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I86987016","host_organization_name":"KTH Royal Institute of Technology","host_organization_lineage":["https://openalex.org/I86987016"],"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":"","raw_type":"info:eu-repo/semantics/bachelorThesis"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":79,"referenced_works":["https://openalex.org/W8706888","https://openalex.org/W62989984","https://openalex.org/W195237934","https://openalex.org/W1524190196","https://openalex.org/W1557992034","https://openalex.org/W1569913810","https://openalex.org/W1594945480","https://openalex.org/W1608836379","https://openalex.org/W1708393801","https://openalex.org/W1746336329","https://openalex.org/W1788719434","https://openalex.org/W1791587663","https://openalex.org/W1855539512","https://openalex.org/W1906706893","https://openalex.org/W1965574139","https://openalex.org/W1969112416","https://openalex.org/W1975224424","https://openalex.org/W1975694814","https://openalex.org/W1978613532","https://openalex.org/W1982057680","https://openalex.org/W1985771617","https://openalex.org/W1987607081","https://openalex.org/W1988600566","https://openalex.org/W1990340317","https://openalex.org/W1991510564","https://openalex.org/W1993450812","https://openalex.org/W1996137064","https://openalex.org/W2006401379","https://openalex.org/W2007890252","https://openalex.org/W2017613618","https://openalex.org/W2023550987","https://openalex.org/W2023947437","https://openalex.org/W2023977558","https://openalex.org/W2024460177","https://openalex.org/W2025926893","https://openalex.org/W2033943395","https://openalex.org/W2040460758","https://openalex.org/W2046597693","https://openalex.org/W2047345533","https://openalex.org/W2054723133","https://openalex.org/W2059284263","https://openalex.org/W2060855982","https://openalex.org/W2069861487","https://openalex.org/W2071680986","https://openalex.org/W2072560194","https://openalex.org/W2077804534","https://openalex.org/W2083094769","https://openalex.org/W2085509128","https://openalex.org/W2086211074","https://openalex.org/W2089459821","https://openalex.org/W2089544520","https://openalex.org/W2090789673","https://openalex.org/W2098440369","https://openalex.org/W2099002267","https://openalex.org/W2110078189","https://openalex.org/W2111995023","https://openalex.org/W2119681300","https://openalex.org/W2122578209","https://openalex.org/W2130140239","https://openalex.org/W2137247419","https://openalex.org/W2142175015","https://openalex.org/W2150376909","https://openalex.org/W2150482479","https://openalex.org/W2153906047","https://openalex.org/W2156725384","https://openalex.org/W2158517811","https://openalex.org/W2159674550","https://openalex.org/W2160643014","https://openalex.org/W2162739331","https://openalex.org/W2163084639","https://openalex.org/W2164433827","https://openalex.org/W2171382264","https://openalex.org/W2186855872","https://openalex.org/W2234232270","https://openalex.org/W2254778937","https://openalex.org/W2577831766","https://openalex.org/W2743040281","https://openalex.org/W3014952447","https://openalex.org/W3122287309"],"related_works":["https://openalex.org/W7084497649","https://openalex.org/W3113108384","https://openalex.org/W3132841440","https://openalex.org/W3008432186","https://openalex.org/W3134378384","https://openalex.org/W4380080462","https://openalex.org/W2299791878","https://openalex.org/W4386552314","https://openalex.org/W4401593388","https://openalex.org/W4407847720"],"abstract_inverted_index":{"The":[0,30],"purpose":[1],"of":[2,18,23,40,112,128,150],"this":[3,50,183],"study":[4,31,51,140,189],"is":[5,32,106,168,174,185,190,200],"to":[6,15,34,83,142,178,196],"investigate":[7,155],"and":[8,26,38,61,76,105],"explain":[9],"the":[10,16,21,35,41,46,68,143,151,169,188,197],"underlying":[11],"factors":[12,86,157],"that":[13,87,92,154,158],"contribute":[14],"creation":[17],"loyalty":[19,104,133,161,181],"within":[20],"area":[22],"mobile":[24,102,121,136,163],"banking,":[25],"their":[27],"relative":[28],"importance.":[29],"limited":[33],"Swedish":[36,193],"market":[37],"members":[39],"millennial":[42,135],"generation.":[43],"To":[44],"acquire":[45],"wanted":[47],"primary":[48],"data,":[49],"adopted":[52],"a":[53,78,98,117],"survey":[54],"strategy,":[55],"where":[56],"responses":[57],"from":[58],"153":[59],"current":[60],"former":[62],"university":[63],"students":[64],"were":[65],"collected.":[66],"Following":[67],"survey,":[69],"an":[70],"exploratory":[71],"factor":[72],"analysis":[73,82],"was":[74],"conducted,":[75],"ultimately":[77],"multiple":[79],"linear":[80],"regression":[81],"reveal":[84],"what":[85],"predicts":[88],"loyalty.":[89,123],"Findings":[90],"show":[91],"Relationship":[93],"Quality":[94],"(Commitment/Satisfaction/":[95],"Trust)":[96],"has":[97,116],"positive":[99,118],"impact":[100,119],"on":[101,120,192],"banking":[103,122,137,164],"thestrongest":[107],"determinant.":[108],"A":[109,124],"lower":[110],"level":[111],"Perceived":[113],"Risk":[114],"also":[115],"Net":[125],"Promotor":[126],"Score":[127],"1.4":[129],"percent":[130],"indicate":[131],"low":[132],"among":[134,162],"customers.":[138,165],"This":[139],"contributes":[141],"bank":[144],"marketing":[145],"theory":[146],"by":[147],"being":[148],"one":[149],"first":[152],"studies":[153],"which":[156],"directly":[159],"influence":[160],"Since":[166],"millennials":[167],"next":[170],"working":[171],"generation":[172,184],"it":[173],"crucial":[175],"for":[176],"banks":[177],"understand":[179],"how":[180],"in":[182],"created.":[186],"As":[187],"focused":[191],"millennials,":[194],"applicability":[195],"general":[198],"population":[199],"limited.":[201]},"counts_by_year":[{"year":2019,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2018-06-29T00:00:00"}