{"id":"https://openalex.org/W4205229935","doi":"https://doi.org/10.4018/ijesma.296576","title":"Predicting Customer Loyalty in the Mobile Banking Setting","display_name":"Predicting Customer Loyalty in the Mobile Banking Setting","publication_year":2022,"publication_date":"2022-01-20","ids":{"openalex":"https://openalex.org/W4205229935","doi":"https://doi.org/10.4018/ijesma.296576"},"language":"en","primary_location":{"id":"doi:10.4018/ijesma.296576","doi":"https://doi.org/10.4018/ijesma.296576","is_oa":true,"landing_page_url":"https://doi.org/10.4018/ijesma.296576","pdf_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=296576&isxn=9781683180777","source":{"id":"https://openalex.org/S180914091","display_name":"International Journal of E-Services and Mobile Applications","issn_l":"1941-627X","issn":["1941-627X","1941-6288"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-2"],"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of E-Services and Mobile Applications","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=296576&isxn=9781683180777","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003548150","display_name":"Nhuong Bui","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I138622004","display_name":"National Economics University","ror":"https://ror.org/021xbwv17","country_code":"VN","type":"education","lineage":["https://openalex.org/I138622004"]}],"countries":["VN"],"is_corresponding":false,"raw_author_name":"Nhuong Bui","raw_affiliation_strings":["National Economics University, Vietnam"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"National Economics University, Vietnam","institution_ids":["https://openalex.org/I138622004"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5026760712","display_name":"Zach Moore","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I71730758","display_name":"University of Louisiana at Monroe","ror":"https://ror.org/02qeh3c90","country_code":"US","type":"education","lineage":["https://openalex.org/I2799628689","https://openalex.org/I71730758"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Zachary Moore","raw_affiliation_strings":["University of Lousiiana at Monroe, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Lousiiana at Monroe, USA","institution_ids":["https://openalex.org/I71730758"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068452866","display_name":"Hayden Wimmer","orcid":"https://orcid.org/0000-0002-2811-4531","observed_orcids":["https://orcid.org/0000-0002-2811-4531"]},"institutions":[{"id":"https://openalex.org/I39815113","display_name":"Georgia Southern University","ror":"https://ror.org/04agmb972","country_code":"US","type":"education","lineage":["https://openalex.org/I39815113"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Hayden Wimmer","raw_affiliation_strings":["Georgia Southern University, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Georgia Southern University, USA","institution_ids":["https://openalex.org/I39815113"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5079926733","display_name":"Long K. Pham","orcid":"https://orcid.org/0000-0003-4117-8860","observed_orcids":["https://orcid.org/0000-0003-4117-8860"]},"institutions":[{"id":"https://openalex.org/I71730758","display_name":"University of Louisiana at Monroe","ror":"https://ror.org/02qeh3c90","country_code":"US","type":"education","lineage":["https://openalex.org/I2799628689","https://openalex.org/I71730758"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Long Pham","raw_affiliation_strings":["University of Louisiana at Monroe, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Louisiana at Monroe, USA","institution_ids":["https://openalex.org/I71730758"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.3082,"has_fulltext":true,"cited_by_count":18,"citation_normalized_percentile":{"value":0.9145707,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"14","issue":"1","first_page":"1","last_page":"22"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9926999807357788,"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":0.9926999807357788,"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":0.0066999997943639755,"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/T12384","display_name":"Customer churn and segmentation","score":0.00039999998989515007,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9629999995231628},{"id":"https://openalex.org/keywords/mobile-banking","display_name":"mobile banking","score":1.0},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9879999756813049},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9089999794960022},{"id":"https://openalex.org/keywords/perceived-value","display_name":"perceived value","score":0.9990000128746033},{"id":"https://openalex.org/keywords/switching-costs","display_name":"switching costs","score":0.9900000095367432},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.8730000257492065},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.8679999709129333},{"id":"https://openalex.org/keywords/financial-institutions","display_name":"financial institutions","score":0.8220000267028809}],"concepts":[{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.7723789215087891},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7360333204269409},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6780717372894287},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6429339647293091},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6263293027877808},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6011785864830017},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5876297950744629},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5846232175827026},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.5520428419113159},{"id":"https://openalex.org/C2775930393","wikidata":"https://www.wikidata.org/wiki/Q1941439","display_name":"Mobile banking","level":2,"score":0.46298304200172424},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.46200770139694214},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.45134565234184265},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3423548936843872},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijesma.296576","doi":"https://doi.org/10.4018/ijesma.296576","is_oa":true,"landing_page_url":"https://doi.org/10.4018/ijesma.296576","pdf_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=296576&isxn=9781683180777","source":{"id":"https://openalex.org/S180914091","display_name":"International Journal of E-Services and Mobile Applications","issn_l":"1941-627X","issn":["1941-627X","1941-6288"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-2"],"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of E-Services and Mobile Applications","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jesma0:v:14:y:2022:i:1:p:1-22","doi":null,"is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJESMA.296576","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"doi:10.4018/ijesma.296576","doi":"https://doi.org/10.4018/ijesma.296576","is_oa":true,"landing_page_url":"https://doi.org/10.4018/ijesma.296576","pdf_url":"https://www.igi-global.com/ViewTitle.aspx?TitleId=296576&isxn=9781683180777","source":{"id":"https://openalex.org/S180914091","display_name":"International Journal of E-Services and Mobile Applications","issn_l":"1941-627X","issn":["1941-627X","1941-6288"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-2"],"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of E-Services and Mobile Applications","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4205229935.pdf","grobid_xml":"https://content.openalex.org/works/W4205229935.grobid-xml"},"referenced_works_count":45,"referenced_works":["https://openalex.org/W1590240496","https://openalex.org/W1968697151","https://openalex.org/W1975694814","https://openalex.org/W1977777040","https://openalex.org/W2005206393","https://openalex.org/W2007738521","https://openalex.org/W2011457410","https://openalex.org/W2014049963","https://openalex.org/W2017624521","https://openalex.org/W2020543762","https://openalex.org/W2024843209","https://openalex.org/W2028763248","https://openalex.org/W2028809046","https://openalex.org/W2037997748","https://openalex.org/W2047860167","https://openalex.org/W2060482351","https://openalex.org/W2060536897","https://openalex.org/W2081774187","https://openalex.org/W2090014697","https://openalex.org/W2098252735","https://openalex.org/W2099078684","https://openalex.org/W2106096361","https://openalex.org/W2128275256","https://openalex.org/W2134884007","https://openalex.org/W2146601354","https://openalex.org/W2148097819","https://openalex.org/W2151694441","https://openalex.org/W2168808298","https://openalex.org/W2220381019","https://openalex.org/W2315588017","https://openalex.org/W2809400899","https://openalex.org/W2890649096","https://openalex.org/W2898983232","https://openalex.org/W2929517605","https://openalex.org/W2936236480","https://openalex.org/W2940394683","https://openalex.org/W2975353826","https://openalex.org/W2990807683","https://openalex.org/W2995576379","https://openalex.org/W3093398451","https://openalex.org/W4237951993","https://openalex.org/W4240915221","https://openalex.org/W4242331256","https://openalex.org/W4255789045","https://openalex.org/W4298091299"],"related_works":["https://openalex.org/W4388872142","https://openalex.org/W7204787709","https://openalex.org/W7218745931","https://openalex.org/W7218866775","https://openalex.org/W2995433078","https://openalex.org/W7093292212","https://openalex.org/W4403916207","https://openalex.org/W1482996158","https://openalex.org/W4391033771","https://openalex.org/W2585504269"],"abstract_inverted_index":{"This":[0],"study":[1,37,55,85],"uses":[2],"a":[3,57],"novel":[4],"theoretical":[5],"approach":[6],"that":[7,14,87],"combines":[8],"two":[9],"multidimensional":[10],"service":[11,27,49,62],"quality":[12,28,50],"models":[13],"focus":[15,91],"on":[16,92],"customer":[17,22,52,66,82,103],"satisfaction,":[18,67],"perceived":[19,64],"value,":[20,65],"and":[21,51,68,94,105],"loyalty":[23,104],"as":[24],"outcomes":[25],"of":[26,32,43,73],"in":[29],"the":[30,36,39],"context":[31],"mobile":[33,47,98],"banking.":[34],"Additionally,":[35],"assesses":[38],"potential":[40],"moderating":[41,71],"effects":[42],"switching":[44,74],"costs":[45,75],"between":[46,61],"banking":[48,99],"loyalty.":[53,69,83],"The":[54,70,84],"found":[56,77],"strong":[58],"direct":[59],"effect":[60,72],"quality,":[63],"was":[76],"to":[78,81,101],"be":[79],"inconsequential":[80],"demonstrates":[86],"financial":[88],"institutions":[89],"should":[90],"building":[93],"maintaining":[95],"functional,":[96],"secure":[97],"applications":[100],"enhance":[102],"retention.":[106]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":1}],"updated_date":"2026-10-22T09:42:04.148104","created_date":"2022-01-25T00:00:00"}