Customer Satisfaction and the Role of Demographic Characteristics in Online Banking

Abstract

This chapter proposes a model that (1) analyzes the direct and indirect effects of e-service quality on satisfaction and value with the moderating/mediating role of value as well as (2) analyzes the positive impact of gender, age, education, and income on quality, satisafaction, and value. The overall results show service quality is a major predictor of… (More)

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Cite this paper

@inproceedings{Yaya2016CustomerSA, title={Customer Satisfaction and the Role of Demographic Characteristics in Online Banking}, author={Luc Honore Petnji Yaya and Frederic Marim{\'o}n and Marti Casadesus}, year={2016} }