Influential Factors on the Quality of E-banking Services and Loyalty Among University Students in Baoshan, China
DOI:
https://doi.org/10.14456/shserj.2025.25Keywords:
Customer Service and Support, Trust, Service Quality, Satisfaction, LoyaltyAbstract
Purpose: This research examines the factors impacting e-banking service quality and loyalty for university students in Baoshan, China. The conceptual framework contains reliability, privacy and security, website design, customer service and support, service quality, trust, satisfaction, and loyalty. Research design, data, and methodology: Sample data was collected using the quantitative method and a questionnaire as a tool. Item-objective congruence and pilot tests were adopted to test the content validity and reliability of the questionnaire before distribution. Data was analyzed by utilizing Confirmatory Factor Analysis and Structural Equation Modeling to validate the model’s goodness of fit and confirm the causal relationship among variables for hypothesis testing. Results: The study has found that the conceptual model was able to predict which factors impact e-banking service quality and loyalty for university students in Baoshan, China. Reliability, privacy and security, website design, customer service and support are four key antecedents of e-banking satisfaction. Conclusions: The E-banking service quality and trust were the strongest predictors of the students’ E-banking satisfaction, both directly and indirectly. Therefore, the findings of this study can guide Chinese local governments or financial departments as they design regulations for e-bank development and supervision.
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