Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
A mobile bank application loyalty model: The young bank customer perspective
Mid Sweden University, Faculty of Human Sciences, Department of Economics, Geography, Law and Tourism. (The Centre for research on Economic Relations (CER))ORCID iD: 0000-0002-3321-3366
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 [en]
loyalty antecedents, usability, service quality, customer satisfaction, loyalty, consequences of loyalty, young bank customers, mobile bank applications, Sweden.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-38210ISBN: 978-91-88947-33-8 (print)OAI: oai:DiVA.org:miun-38210DiVA, id: diva2:1384803
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).

Available from: 2020-01-14 Created: 2020-01-10 Last updated: 2020-01-14Bibliographically approved
List of papers
1. Mobile bank applications
Open this publication in new window or tab >>Mobile bank applications
(English)Manuscript (preprint) (Other academic)
National Category
Business Administration
Identifiers
urn:nbn:se:miun:diva-38212 (URN)
Available from: 2020-01-14 Created: 2020-01-14 Last updated: 2020-01-14Bibliographically approved
2. Mobile Bank Applications: Loyalty of Young Bank Customers
Open this publication in new window or tab >>Mobile Bank Applications: Loyalty of Young Bank Customers
(English)In: Article in journal (Refereed) Accepted
National Category
Business Administration
Identifiers
urn:nbn:se:miun:diva-38022 (URN)
Available from: 2019-12-12 Created: 2019-12-12 Last updated: 2020-01-14Bibliographically approved

Open Access in DiVA

Nourallah_A mobile bank application loyalty model(676 kB)15 downloads
File information
File name FULLTEXT01.pdfFile size 676 kBChecksum SHA-512
3679b9d96dad1751847781cf839314dc80fde006993cae8b607fd6c0fbbea4cf344a3f11d1459f754359e93398af73a4194a8c3b9728a178ff1ce4f176e9fe4c
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Nourallah, Mustafa
By organisation
Department of Economics, Geography, Law and Tourism
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 15 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

isbn
urn-nbn

Altmetric score

isbn
urn-nbn
Total: 69 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf