Peer-reviewed
The Moderating Effects of Involvement on the Relationships Between Satisfaction, Trust and Commitment in e-Banking
Most prior research into customer loyalty emphasizes the effects of the dimensions of online satisfaction and trust. However, research into how customer involvement moderates this relationship model - in the online environment - has been less than conclusive. On the basis of a satisfaction-trust-commitment model, and given that involvement is a significant precondition to customer loyalty, this paper explores the interaction effects of customer involvement on the evaluation of e-banking services
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