{"id":"https://openalex.org/W2560096762","doi":"https://doi.org/10.1080/09537325.2016.1262021","title":"Unobserved heterogeneity and the importance of customer loyalty in mobile banking","display_name":"Unobserved heterogeneity and the importance of customer loyalty in mobile banking","publication_year":2016,"publication_date":"2016-12-05","ids":{"openalex":"https://openalex.org/W2560096762","doi":"https://doi.org/10.1080/09537325.2016.1262021","mag":"2560096762"},"language":"en","primary_location":{"id":"doi:10.1080/09537325.2016.1262021","is_oa":false,"landing_page_url":"https://doi.org/10.1080/09537325.2016.1262021","pdf_url":null,"source":{"id":"https://openalex.org/S130699561","display_name":"Technology Analysis and Strategic Management","issn_l":"0953-7325","issn":["0953-7325","1465-3990"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Technology Analysis &amp; Strategic Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5028878179","display_name":"Francisco Li\u00e9bana\u2010Cabanillas","orcid":"https://orcid.org/0000-0002-3255-0651"},"institutions":[{"id":"https://openalex.org/I173304897","display_name":"Universidad de Granada","ror":"https://ror.org/04njjy449","country_code":"ES","type":"education","lineage":["https://openalex.org/I173304897"]}],"countries":["ES"],"is_corresponding":true,"raw_author_name":"F. Li\u00e9bana-Cabanillas","raw_affiliation_strings":["Department of Marketing and Market Research, University of Granada, Granada, Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing and Market Research, University of Granada, Granada, Spain","institution_ids":["https://openalex.org/I173304897"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5010615622","display_name":"Manuel Alonso Dos Santos","orcid":"https://orcid.org/0000-0001-9681-7231"},"institutions":[{"id":"https://openalex.org/I38685851","display_name":"Universidad Cat\u00f3lica de la Sant\u00edsima Concepci\u00f3n","ror":"https://ror.org/03y6k2j68","country_code":"CL","type":"education","lineage":["https://openalex.org/I38685851"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"M. Alonso-Dos-Santos","raw_affiliation_strings":["Administration Department, Universidad Cat\u00f3lica de la Sant\u00edsima Concepci\u00f3n, Concepci\u00f3n, Chile"],"raw_orcid":"https://orcid.org/0000-0001-9681-7231","affiliations":[{"raw_affiliation_string":"Administration Department, Universidad Cat\u00f3lica de la Sant\u00edsima Concepci\u00f3n, Concepci\u00f3n, Chile","institution_ids":["https://openalex.org/I38685851"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5088888139","display_name":"Y. Soto-Fuentes","orcid":null},"institutions":[{"id":"https://openalex.org/I38685851","display_name":"Universidad Cat\u00f3lica de la Sant\u00edsima Concepci\u00f3n","ror":"https://ror.org/03y6k2j68","country_code":"CL","type":"education","lineage":["https://openalex.org/I38685851"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"Y. Soto-Fuentes","raw_affiliation_strings":["Business Administration and Commercial Engineering Degree, Universidad Cat\u00f3lica de la Sant\u00edsima Concepci\u00f3n, Concepci\u00f3n, Chile"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business Administration and Commercial Engineering Degree, Universidad Cat\u00f3lica de la Sant\u00edsima Concepci\u00f3n, Concepci\u00f3n, Chile","institution_ids":["https://openalex.org/I38685851"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5015410275","display_name":"V. A. Valderrama-Palma","orcid":null},"institutions":[{"id":"https://openalex.org/I38685851","display_name":"Universidad Cat\u00f3lica de la Sant\u00edsima Concepci\u00f3n","ror":"https://ror.org/03y6k2j68","country_code":"CL","type":"education","lineage":["https://openalex.org/I38685851"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"V. A. Valderrama-Palma","raw_affiliation_strings":["Business Administration and Commercial Engineering Degree, Universidad Cat\u00f3lica de la Sant\u00edsima Concepci\u00f3n, Concepci\u00f3n, Chile"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business Administration and Commercial Engineering Degree, Universidad Cat\u00f3lica de la Sant\u00edsima Concepci\u00f3n, Concepci\u00f3n, Chile","institution_ids":["https://openalex.org/I38685851"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5028878179"],"corresponding_institution_ids":["https://openalex.org/I173304897"],"apc_list":null,"apc_paid":null,"fwci":2.8885,"has_fulltext":false,"cited_by_count":33,"citation_normalized_percentile":{"value":0.92299405,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"29","issue":"9","first_page":"1015","last_page":"1032"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"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":0.9998999834060669,"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":0.9976000189781189,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9975000023841858,"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/mobile-banking","display_name":"Mobile banking","score":0.717581033706665},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.640498161315918},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.6323422193527222},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.5580988526344299},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5443392395973206},{"id":"https://openalex.org/keywords/market-segmentation","display_name":"Market segmentation","score":0.5397741198539734},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.536271870136261},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.5275967717170715},{"id":"https://openalex.org/keywords/partial-least-squares-regression","display_name":"Partial least squares regression","score":0.5229671597480774},{"id":"https://openalex.org/keywords/segmentation","display_name":"Segmentation","score":0.4985332489013672},{"id":"https://openalex.org/keywords/customer-base","display_name":"Customer base","score":0.4483260214328766},{"id":"https://openalex.org/keywords/variable","display_name":"Variable (mathematics)","score":0.43681207299232483},{"id":"https://openalex.org/keywords/variables","display_name":"Variables","score":0.4203869700431824},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4019310176372528},{"id":"https://openalex.org/keywords/econometrics","display_name":"Econometrics","score":0.39516815543174744},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.13977789878845215},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.09313446283340454},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.06980368494987488}],"concepts":[{"id":"https://openalex.org/C2775930393","wikidata":"https://www.wikidata.org/wiki/Q1941439","display_name":"Mobile banking","level":2,"score":0.717581033706665},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.640498161315918},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6323422193527222},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5580988526344299},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5443392395973206},{"id":"https://openalex.org/C125308379","wikidata":"https://www.wikidata.org/wiki/Q363057","display_name":"Market segmentation","level":2,"score":0.5397741198539734},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.536271870136261},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5275967717170715},{"id":"https://openalex.org/C22354355","wikidata":"https://www.wikidata.org/wiki/Q422009","display_name":"Partial least squares regression","level":2,"score":0.5229671597480774},{"id":"https://openalex.org/C89600930","wikidata":"https://www.wikidata.org/wiki/Q1423946","display_name":"Segmentation","level":2,"score":0.4985332489013672},{"id":"https://openalex.org/C2777276756","wikidata":"https://www.wikidata.org/wiki/Q5196446","display_name":"Customer base","level":2,"score":0.4483260214328766},{"id":"https://openalex.org/C182365436","wikidata":"https://www.wikidata.org/wiki/Q50701","display_name":"Variable (mathematics)","level":2,"score":0.43681207299232483},{"id":"https://openalex.org/C27574286","wikidata":"https://www.wikidata.org/wiki/Q320723","display_name":"Variables","level":2,"score":0.4203869700431824},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4019310176372528},{"id":"https://openalex.org/C149782125","wikidata":"https://www.wikidata.org/wiki/Q160039","display_name":"Econometrics","level":1,"score":0.39516815543174744},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.13977789878845215},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.09313446283340454},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.06980368494987488},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C134306372","wikidata":"https://www.wikidata.org/wiki/Q7754","display_name":"Mathematical analysis","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/09537325.2016.1262021","is_oa":false,"landing_page_url":"https://doi.org/10.1080/09537325.2016.1262021","pdf_url":null,"source":{"id":"https://openalex.org/S130699561","display_name":"Technology Analysis and Strategic Management","issn_l":"0953-7325","issn":["0953-7325","1465-3990"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Technology Analysis &amp; Strategic Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Reduced inequalities","score":0.6100000143051147,"id":"https://metadata.un.org/sdg/10"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":61,"referenced_works":["https://openalex.org/W83979236","https://openalex.org/W126283358","https://openalex.org/W132274746","https://openalex.org/W795709198","https://openalex.org/W1031096128","https://openalex.org/W1515500721","https://openalex.org/W1520714623","https://openalex.org/W1545460766","https://openalex.org/W1579426064","https://openalex.org/W1708393801","https://openalex.org/W1791587663","https://openalex.org/W1872161261","https://openalex.org/W1973774762","https://openalex.org/W1975224424","https://openalex.org/W1977581846","https://openalex.org/W1980367810","https://openalex.org/W1981251392","https://openalex.org/W1987198869","https://openalex.org/W1987258130","https://openalex.org/W2005597872","https://openalex.org/W2014049963","https://openalex.org/W2019483726","https://openalex.org/W2024759794","https://openalex.org/W2033943395","https://openalex.org/W2036389121","https://openalex.org/W2042779362","https://openalex.org/W2053768216","https://openalex.org/W2073725414","https://openalex.org/W2078144616","https://openalex.org/W2099697766","https://openalex.org/W2104734958","https://openalex.org/W2105846236","https://openalex.org/W2108401663","https://openalex.org/W2110506823","https://openalex.org/W2117890436","https://openalex.org/W2118128949","https://openalex.org/W2128108363","https://openalex.org/W2128275256","https://openalex.org/W2131698216","https://openalex.org/W2132233882","https://openalex.org/W2132747867","https://openalex.org/W2136563043","https://openalex.org/W2137195939","https://openalex.org/W2148097819","https://openalex.org/W2150449980","https://openalex.org/W2150785224","https://openalex.org/W2159306398","https://openalex.org/W2168569455","https://openalex.org/W2258021902","https://openalex.org/W2275964533","https://openalex.org/W2285794355","https://openalex.org/W2300684663","https://openalex.org/W2490107957","https://openalex.org/W2515640559","https://openalex.org/W2583093121","https://openalex.org/W3010879926","https://openalex.org/W3121325248","https://openalex.org/W3125976894","https://openalex.org/W4205989891","https://openalex.org/W4367590697","https://openalex.org/W4401504684"],"related_works":["https://openalex.org/W4384565331","https://openalex.org/W1539552708","https://openalex.org/W2026237340","https://openalex.org/W2310538607","https://openalex.org/W3010921473","https://openalex.org/W4224219484","https://openalex.org/W3121310208","https://openalex.org/W3122028769","https://openalex.org/W3092249684","https://openalex.org/W3007976784"],"abstract_inverted_index":{"This":[0,69,179],"study":[1],"presents":[2],"an":[3,65],"empirical":[4],"research":[5,196],"which":[6],"main":[7],"purpose":[8],"is":[9],"to":[10,21,25,35,93,144,154],"determine":[11],"the":[12,27,55,74,125],"variables":[13,58,153],"with":[14],"drive":[15],"loyalty":[16],"of":[17,97,160,166],"mobile":[18,171,200],"banking":[19,76,94,138,172,201],"users,":[20],"segment":[22,61],"consumers":[23],"and":[24,78,99,130,135,148,158],"explain":[26],"causes.":[28],"A":[29],"self-administered":[30],"online":[31],"survey":[32],"was":[33,110,173],"used":[34],"collect":[36],"data":[37],"later":[38],"assessed":[39],"through":[40,64],"partial":[41,46],"least":[42,47],"squares":[43],"analysis.":[44,68,127],"The":[45,128],"squares-prediction-oriented":[48],"segmentation":[49,169],"methodology":[50],"evidenced":[51],"unobserved":[52,191],"heterogeneity.":[53,192],"Also,":[54],"most":[56],"significant":[57],"within":[59],"each":[60],"were":[62,90],"revealed":[63],"importance-performance":[66],"map":[67],"general":[70],"model":[71],"shows":[72],"that":[73],"current":[75,199],"usage":[77],"satisfaction":[79,146],"have":[80],"a":[81,176],"positive":[82],"impact":[83],"on":[84,175,185],"customer":[85,168],"loyalty.":[86],"Three":[87],"different":[88],"segments":[89],"obtained":[91],"according":[92],"usage,":[95],"ease":[96,159],"use":[98,161],"utility":[100,157],"variables.":[101],"Satisfaction":[102],"turned":[103],"out":[104],"critical":[105],"in":[106,112,119,162,170],"all":[107],"cases.":[108],"Research":[109],"conducted":[111],"only":[113],"one":[114],"country":[115],"(Chile).":[116],"Thus,":[117],"limited":[118],"size":[120],"but":[121],"large":[122],"enough":[123],"for":[124,137],"PLS":[126],"conclusions":[129],"managerial":[131],"implications":[132],"provide":[133],"alternatives":[134],"strategies":[136],"entities":[139],"so":[140],"they":[141],"will":[142],"need":[143],"approach":[145,181],"measurement":[147],"enhancement":[149],"systems":[150],"alongside":[151],"discriminatory":[152],"increase":[155],"trust,":[156],"every":[163],"segment.":[164],"As":[165],"today,":[167],"based":[174],"priori":[177],"partitions.":[178],"new":[180],"does":[182],"not":[183],"depend":[184],"sample":[186],"distribution,":[187],"it":[188],"rather":[189],"determines":[190],"In":[193],"addition,":[194],"this":[195],"also":[197],"evaluates":[198],"usage.":[202]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":8},{"year":2020,"cited_by_count":6},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
