The influence of online trust as moderator between online satisfaction and online loyalty among the internet banking users / Norhidayah Ali...[et al.]

Ali, Norhidayah and Mohamed Isa, Zuraidah and Ibrahim, Dahlia and Mohd Noor, Nor Azila (2018) The influence of online trust as moderator between online satisfaction and online loyalty among the internet banking users / Norhidayah Ali...[et al.]. In: International Business & Management Academic Colloquium 2018. Faculty of Business & Management, Universiti Teknologi MARA (UiTM) Cawangan Kedah, Merbok, Kedah, p. 16. ISBN 9789670314563

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Abstract

The aim of this study was to observe the influence of online trust (OT) as moderator towards the relationship between online satisfaction (OS) and online loyalty (OL). The study was conducted among the internet banking users in Malaysia. Online trust has a pertinent impact on consumers’ attitudes especially when they are doing transactions or purchasing online. Concerns on online trust has resulted in customers churning away from one provider to another. The data collection procedure used in this study was probability sampling and survey questionnaire was adopted. The survey design selected was intercept study considering the nature of the industry as well as the respondents. Analysis was conducted through SPSS and Partial Least Squares (PLS) using SmartPLS software. There is a total of 160 completed and useable questionnaires for further analysis. Descriptive analysis, structural and measurement analyses were performed to investigate users’ profiles, the direct effect and the moderation effect of online trust. The study has concluded that online satisfaction and online loyalty has a positive direct effect relationship. On the contrary, online trust does not act as the moderator between online satisfaction and online loyalty.

Metadata

Item Type: Book Section
Creators:
Creators
Email
Ali, Norhidayah
norhidayah@kedah.uitm.edu.my
Mohamed Isa, Zuraidah
zuraidah588@kedah.uitm.edu.my
Ibrahim, Dahlia
UNSPECIFIED
Mohd Noor, Nor Azila
UNSPECIFIED
Subjects: H Social Sciences > HG Finance > Banking
H Social Sciences > HG Finance > Banking > Electronic funds transfers
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus > Faculty of Business and Management
Page Range: p. 16
Item ID: 36678
Uncontrolled Keywords: online trust, online satisfaction, online loyalty, internet banking
URI: https://ir.uitm.edu.my/id/eprint/36678

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36678

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