{"id":"https://openalex.org/W2990339343","doi":"https://doi.org/10.4018/ijom.2020010104","title":"An Assessment of the Impact that Service Quality and Customer Satisfaction Possess on Customer Loyalty in Internet Banking","display_name":"An Assessment of the Impact that Service Quality and Customer Satisfaction Possess on Customer Loyalty in Internet Banking","publication_year":2019,"publication_date":"2019-11-25","ids":{"openalex":"https://openalex.org/W2990339343","doi":"https://doi.org/10.4018/ijom.2020010104","mag":"2990339343"},"language":"en","primary_location":{"id":"doi:10.4018/ijom.2020010104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijom.2020010104","pdf_url":null,"source":{"id":"https://openalex.org/S4210211185","display_name":"International Journal of Online Marketing","issn_l":"2156-1745","issn":["2156-1745","2156-1753"],"is_oa":false,"is_in_doaj":false,"is_core":true,"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":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Online Marketing","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/A5039236648","display_name":"Tahir Iqbal","orcid":"https://orcid.org/0000-0002-5234-3676"},"institutions":[{"id":"https://openalex.org/I76571253","display_name":"Imam Abdulrahman Bin Faisal University","ror":"https://ror.org/038cy8j79","country_code":"SA","type":"education","lineage":["https://openalex.org/I76571253"]}],"countries":["SA"],"is_corresponding":true,"raw_author_name":"Tahir Iqbal","raw_affiliation_strings":["Imam Abdulrahman bin Faisal University, Dammam, Saudi Arabia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Imam Abdulrahman bin Faisal University, Dammam, Saudi Arabia","institution_ids":["https://openalex.org/I76571253"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5039236648"],"corresponding_institution_ids":["https://openalex.org/I76571253"],"apc_list":null,"apc_paid":null,"fwci":0.5923,"has_fulltext":false,"cited_by_count":6,"citation_normalized_percentile":{"value":0.78045958,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"10","issue":"1","first_page":"58","last_page":"71"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"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":0.9990000128746033,"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":0.9955999851226807,"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.9839000105857849,"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/likert-scale","display_name":"Likert scale","score":0.7113913297653198},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6574035286903381},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.6496467590332031},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.621281087398529},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5909403562545776},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5588666200637817},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.5138104557991028},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.49283766746520996},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.46172279119491577},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.4299035668373108},{"id":"https://openalex.org/keywords/test","display_name":"Test (biology)","score":0.4110189974308014},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.4100252389907837},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.39972811937332153},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.24048185348510742},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.18553104996681213},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.06762757897377014}],"concepts":[{"id":"https://openalex.org/C105776082","wikidata":"https://www.wikidata.org/wiki/Q617473","display_name":"Likert scale","level":2,"score":0.7113913297653198},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6574035286903381},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6496467590332031},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.621281087398529},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5909403562545776},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5588666200637817},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.5138104557991028},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.49283766746520996},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.46172279119491577},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.4299035668373108},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.4110189974308014},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.4100252389907837},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.39972811937332153},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.24048185348510742},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.18553104996681213},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.06762757897377014},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"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},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C138496976","wikidata":"https://www.wikidata.org/wiki/Q175002","display_name":"Developmental psychology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijom.2020010104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijom.2020010104","pdf_url":null,"source":{"id":"https://openalex.org/S4210211185","display_name":"International Journal of Online Marketing","issn_l":"2156-1745","issn":["2156-1745","2156-1753"],"is_oa":false,"is_in_doaj":false,"is_core":true,"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":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Online Marketing","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jom000:v:10:y:2020:i:1:p:58-71","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJOM.2020010104","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,"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":null,"sustainable_development_goals":[{"score":0.550000011920929,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":23,"referenced_works":["https://openalex.org/W1410465416","https://openalex.org/W1570801585","https://openalex.org/W1965121599","https://openalex.org/W1971741435","https://openalex.org/W1974739407","https://openalex.org/W2012376547","https://openalex.org/W2031538073","https://openalex.org/W2102417202","https://openalex.org/W2322008941","https://openalex.org/W2344653555","https://openalex.org/W2419567987","https://openalex.org/W2425102595","https://openalex.org/W2465460139","https://openalex.org/W2563023677","https://openalex.org/W2586234058","https://openalex.org/W2587020437","https://openalex.org/W2776981901","https://openalex.org/W2797089111","https://openalex.org/W2884738762","https://openalex.org/W2904793526","https://openalex.org/W2911484033","https://openalex.org/W4285719527","https://openalex.org/W6602075186"],"related_works":["https://openalex.org/W2561290166","https://openalex.org/W2389397154","https://openalex.org/W3024507329","https://openalex.org/W4389143236","https://openalex.org/W1814098738","https://openalex.org/W2469901228","https://openalex.org/W2123217435","https://openalex.org/W2141148255","https://openalex.org/W3113150333","https://openalex.org/W2277816436"],"abstract_inverted_index":{"The":[0,31,53,78,102,153,173],"purpose":[1],"of":[2,10,28,33,71,105,128,150,175,186,196,206,219],"this":[3,34,91,106,176],"study":[4,35,54,79,92,107,177],"was":[5,36,55,80,108,120,140],"to":[6,57,110,124,142,211,215],"explore":[7],"the":[8,26,29,39,59,67,83,88,94,126,129,133,144,151,162,193,203,217],"effect":[9],"service":[11,62,187],"quality":[12,63,188],"(SQ)":[13,64],"and":[14,42,50,69,87,155,166,171,189,221],"customer":[15,190,194,222],"satisfaction":[16,191],"(CS)":[17],"on":[18,82,192],"consumer":[19],"loyalty":[20,195],"(CL)":[21],"in":[22,25,73,76,122,200],"internet":[23,100,197],"banking":[24,75,198,204],"case":[27],"KSA.":[30,201],"basis":[32],"set":[37],"upon":[38],"e-SERVQUAL":[40],"model":[41],"its":[43],"dimensions:":[44],"include":[45],"efficacy,":[46],"consistency,":[47],"privacy,":[48],"fulfilment,":[49],"website":[51],"design.":[52],"aimed":[56],"recognize":[58],"elements":[60],"influencing":[61],"along":[65,136,168],"with":[66,137,169],"concept":[68],"significance":[70],"SQ":[72,165],"online":[74],"particular.":[77],"based":[81],"quantitative":[84],"research":[85],"design":[86],"participants":[89],"for":[90,160],"were":[93,158],"bank":[95],"customers":[96,149],"who":[97],"are":[98],"using":[99],"services.":[101],"sample":[103],"size":[104],"kept":[109],"150":[111,148],"participants.":[112],"A":[113],"close-ended":[114],"5":[115],"point":[116],"Likert":[117],"scale":[118],"questionnaire":[119],"formulated":[121],"order":[123],"assess":[125],"phenomenon":[127],"research.":[130],"In":[131],"addition,":[132],"SPSS":[134],"software":[135],"Smart":[138],"PLS":[139],"utilized":[141],"examine":[143],"data":[145],"collected":[146],"from":[147],"banks.":[152],"SEM":[154],"correlation":[156],"test":[157],"applied":[159],"assessing":[161],"association":[163],"between":[164],"CL":[167],"CS":[170],"CL.":[172],"findings":[174],"indicated":[178],"that":[179],"there":[180],"is":[181],"a":[182],"significant":[183],"positive":[184],"impact":[185],"users":[199],"Hence,":[202],"industry":[205],"KSA":[207],"has":[208],"been":[209],"recommended":[210],"pay":[212],"specific":[213],"heed":[214],"all":[216],"dimensions":[218],"e-SQ":[220],"satisfaction.":[223]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
