Open this publication in new window or tab >>2020 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]
This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. A second study investigates the relationships between usability, responsiveness and reliability, and customer satisfaction, on one hand, and loyalty, on the other. The thesis employs a theoretical framework describing customer loyalty in the MBA context. An electronic questionnaire was sent to 500 YBCs in the Mid Sweden region (146 completed questionnaires were received), and confirmatory factor analysis and structural equation modelling were employed to test and develop a measurement model from the responses. Synthesizing the results of the studies performed suggests a model of MBA loyalty from the YBC perspective. The model indicates that cognitive and usability antecedents are significantly related to customer satisfaction, which in turn is significantly related to attitudinal and behavioural loyalty. Despite some limitations, the thesis has novel implications for theory and practice regarding YBC perceptions of MBAs.
Place, publisher, year, edition, pages
Sundsvall: Mid Sweden University, 2020. p. 70
Series
Mid Sweden University licentiate thesis, ISSN 1652-8948 ; 166
Keywords
loyalty antecedents, usability, service quality, customer satisfaction, loyalty, consequences of loyalty, young bank customers, mobile bank applications, Sweden.
National Category
Business Administration
Identifiers
urn:nbn:se:miun:diva-38210 (URN)978-91-88947-33-8 (ISBN)
Presentation
2020-01-24, L 111, Mid Sweden University, Holmgatan 10, 851 70 Sundsvall, Sundsvall., 13:15 (English)
Opponent
Supervisors
Note
Vid tidpunkten för framläggningen av avhandlingen var följande delarbeten opublicerade: delarbete 1 (accepterat), delarbete 2 (accepterat).
At the time of the defence the following papers were unpublished: paper 1 (accepted), paper 2 (accepted).
2020-01-142020-01-102020-01-14Bibliographically approved