Evidences from link between quality and loyalty in eservice: an empirical study

There has been a lot of research validating the link between service quality and customer loyalty in traditional (bricks-and-mortar) services. However, despite the strong growth of eservices in recent years, there is still little rigorous empirical research examining this link in such settings. The interest in examining this link in an e-service setting is in validating eservice quality as a lever that managers of e-service operations can employ to drive customer loyalty and, ultimately, profitability. Based on data from an online questionnaire of customers of an e-banking service, this study employs structural equation modelling to examine the link between web site quality and customer loyalty. We found a strong and significant link between the two constructs, suggesting that this relationship also holds in eservice settings. This is an important result, given that loyalty has been generally considered harder to achieve in e-services than in traditional services.